Outsourced customer relations: Contact centres, creators of value for their partners, at the service of the end consumer

Paris, le 13 September 2022 – The Union of Contact Centre Professionals (SP2C) and EY have unveiled the 2022 edition of the barometer of the economic, social and territorial impacts of outsourced contact centres in France.

“After a 2020 marked by the health crisis, the French outsourced customer relations market ended a highly dynamic 2021, with sustained growth (+10.8%), to reach 3.34 billion euros. This recovery year has therefore testified to the resilience of the sector, which is speeding up its transformation in order to respond to changes in customers’ expectations, thanks to agile, top-quality partnerships and the key role played by customer advisors.”

Find the complete study here.

This year, Caroline Adam, Executive Director of the SP2C and Ludovic Nodier, founder of the ESCDA (Customer Service of the Year Election) spotlighted partnerships between Brands and Outsourcers, creators of value for the end customer.

To mark the occasion, Anthony Humbert, Head of Communications and Customer Services at Total Energies France, and Anne-Sophie Legendre, Director of Partnerships at Armatis, made an appearance on the Esprit d’Equipe (Team Spirit) video podcast.

Partners for almost 18 years and winners of the ESCDA for 13 years running, in this episode they testify to the importance of putting the end customer at the heart of their actions.

“By combining our areas of expertise, we’ve increased overall performance. Being able to capitalise on Armatis’ experience and agility in organisation of a front office has enabled Total Energies to be more responsive and keep in step with trends and innovations in terms of customer relations. We each bring our knowhow to the table and it’s the customer who’s the winner.” Anthony Humbert.

A two-way commitment to end customers, embodied by Armatis’ and Total Energies’ employees