How Armatis Supports a Pan-European Mobility Leader with Scalable Multilingual Customer Service
Booking a trip from Berlin, cancelling it from Warsaw, reporting a lost bag in Lisbon. Across a network spanning seven countries, every traveller expects the same thing: a clear answer, in their language, without delay. A pan-European mobility leader has entrusted this service to Armatis since 2015. It’s operated from Poland by a team of […]
Armatis Opens a Customer Service Workshop at Orléans-Saran Prison
A concrete first step toward reintegration through work. Armatis, a French pioneer in customer experience, officially inaugurated its customer service workshop on Wednesday, 1 July, inside the Orléans-Saran prison (Loiret). The inauguration marks the operational start of a first-of-its-kind initiative, developed in partnership with the French prison administration, to give incarcerated individuals a concrete path […]
Outsourcing Your Sales Force and Loyalty Campaigns: Guide and Providers
From 11 August 2026, the selection criterion changes: a provider who can’t prove your prospects’ consent isn’t just a brand risk anymore, it’s a compliance risk. Share on Table of contents On 11 August 2026, unsolicited telephone cold-calling becomes prohibited in France, across all sectors, unless the consumer has given explicit prior consent. Outsourcing your […]
Insurance Back Office: 7 Processes to Outsource for Greater Efficiency
Discover the 7 insurance back-office processes worth outsourcing to absorb volumes, hit deadlines, and secure compliance. Share on Table of contents Every day, French insurers open close to 36,000 new claims files. Over a year, that’s 13 million files to process, verify, and settle (France Assureurs, 2026). The insurance back office has never mattered more, […]
How to Outsource Your Helpdesk and Choose a Technical Support Provider
The right provider isn’t defined by 24/7 availability, but by how clearly it defines what it handles, and how well it hands things off once it hits its limit. Share on Table of contents A blocking incident, mishandled because priorities weren’t clear: that’s the most common failure of a poorly scoped outsourced helpdesk, even before […]
How to Outsource Your Back Office: Where to Start and Which Provider to Choose
Where to start when outsourcing your back office, and how to choose the right provider. Method, selection criteria, and the role of automation. Share on Table of contents Eighty-one percent of companies now expect their outsourcing providers to act as strategic partners, not just workforce suppliers, according to a global KPMG survey of over 1,200 […]
Why Your AHT Is Rising (And Why That’s Fine)
Before sounding the alarm on a rising AHT, it’s worth checking whether it reveals a real problem, or simply that selfcare is finally doing its job. Share on Table of contents When simple requests shift to selfcare, the math is unavoidable: Average Handling Time (AHT), the average time an advisor spends resolving a customer request […]
How AI Is Changing Customer Service in Europe: What BPO Providers Actually Deliver
Adoption is nearly universal. Integration is not. The gap between the two is where most of the real story about AI in customer service actually lives. Share on Table of contents Eighty-eight percent of contact centres report using AI in some form. Only 25% have fully integrated it into daily operations. That gap, more than […]
KYC Outsourcing in Europe: GDPR Compliance, Operations and Provider Selection
Not every KYC task can be handed to a provider. Knowing exactly where that line sits, before signing a contract, is what separates a compliant outsourcing setup from a liability waiting to surface. Share on Table of contents Six categories of AML/CFT tasks cannot be outsourced under the EU’s new Anti-Money Laundering Regulation, including the […]
Outsourcing Customer Relations: What “How Much Does It Cost” Actually Means
There’s no universal price list for customer relationship outsourcing. The cost depends on too many variables for a single figure to mean anything. What is possible, though, is understanding how that cost is structured, which variables move the price, and above all how to compare it honestly against the real cost of managing it in-house.
