Customer Service Outsourcing in the Energy Sector: Challenges and Best Practices
The energy sector is undergoing profound transformation across Europe: market liberalisation, the acceleration of the energy transition, rising consumer expectations, and sustained price volatility. Share on Table of contents The energy sector is undergoing profound transformation across Europe: market liberalisation, the acceleration of the energy transition, rising consumer expectations, and sustained price volatility. Electricity and […]
How to Measure the Performance of Your Outsourced Contact Centre: KPIs and SLAs
Here are the essential KPIs, how to build them into your SLAs, and how to use them to manage your provider effectively over time. Share on Table of contents Outsourcing your customer service without a robust measurement framework means flying blind. Yet many companies sign BPO contracts without having precisely defined the indicators that will […]
AI and Customer Service: Should You Automate or Humanise in 2026?
Should you automate everything? Preserve everything human? Or find a balance,and if so, what does that look like in practice? Share on Table of contents Artificial intelligence has made its way into every contact centre. Chatbots, voicebots, generative AI to assist advisors, automated analysis of customer verbatims — the promises are real. But so is […]
Customer Service Outsourcing in Retail and E-Commerce: Challenges and Best Practices
Brands and online merchants have everything to gain from a specialist BPO partner — provided they choose the right one. Share on Table of contents Retail and e-commerce are among the most demanding sectors for outsourced customer service. High volumes, sharp seasonality, multichannel complexity, and uncompromising expectations around speed: brands and online merchants have everything […]
Customer Service Outsourcing in Banking and Financial Services: Key Considerations
What financial institutions need to know before entrusting their customer service to an external provider. Share on Sommaire : The banking and financial services sector is among the most demanding environments for customer service: strict regulation, sensitive data, and a customer base with high expectations for availability, personalisation, and reliability. Outsourcing in this context requires […]
Outsourcing vs In-House Customer Service: How to Make the Right Decision
Should you manage your customer service in-house, or entrust it to a specialist provider? There is no universal answer. Share on Table of contents Few decisions are more structurally significant for a leadership team than this one: should you manage your customer service in-house, or entrust it to a specialist provider? There is no universal […]
What is BPO (Business Process Outsourcing)? Definition, How It Works and Key Benefits
Here is a complete, practical definition — and what it actually means for your organisation. Share on Table of contents BPO is one of those terms that gets used constantly in business strategy discussions but is rarely explained clearly. Simple subcontracting? Offshore cost-cutting? Or a genuine transformation lever? Here is a complete, practical definition — […]
How to Choose the Right Customer Service Outsourcing Provider in 2026
This guide gives you a clear methodology, concrete selection criteria, and an overview of the key players operating across Europe. Share on Table of content Outsourcing your customer service is one of the most significant strategic decisions a company can make. It directly impacts customer satisfaction, brand perception, and operational performance — and it ties […]
How a pension consortium optimizes member management
Securing and streamlining relationships with thousands of members across France through a flexible, real-time managed solution. Results Significant improvement in response time for service quality. 0 % Member satisfaction. Clarity of responses and relational quality. 0 % Introducer satisfaction. Smooth and professional support. 0 % Industry Insurance / Savings Since 2022 Location France CONTEXT A […]
How a European banking player optimizes its commercial performance with Armatis
Accelerating prospecting and service quality in a demanding banking environment. Results Significant increase in conversion rates Reduced processing time and customer friction Rapid campaign deployment Continuous quality improvement Industry Retail banking & financial services Since 2021 Location Poland CONTEXT A fast-growing banking player A major European banking player, committed to developing its credit and bank […]
