Our Insights

eSky Group optimizes operations. Its customer service department in Bulgaria is being handed over to Armatis. Armatis Polska, a leading customer service and sales outsourcer in Europe, has taken over the customer service department of the Polish eSky Group in Bulgaria. This is a result of eSky’s decision to switch its management model and entrust […]

An Interview with Ewelina Kołodziej-Tyczka In a recent strategic move, eSky Group has optimized its customer service operations by transitioning the management of its Bulgarian call center to Armatis Polska. This decision reflects eSky’s broader strategy to streamline its focus on core business activities while ensuring the continued high-quality service that customers expect. Armatis, which […]

Didier Rus, Market Director, Armatis How do you analyse the current evolution of tourism? A sector that’s been battered by successive crises is now on the road to recovery. Although some people forecast a return to normality in 2024, the situation has actually stabilised much more quickly. The reopening of numerous destinations, intensification of exchanges […]

Data connected with Human Resources is still an underexploited treasure trove, despite the technological and digital means available. These days, companies hold large volumes of unused data that could well become significant performance drivers. Greater attention paid to such data has led to a change in Human Resources management over recent years, enabling a transition […]

The latest EY study, “Barometer of the economic, social and territorial impacts of contact centres in France – 2022 Edition” informs us that 78% of French citizens contacted a customer service in 2021. Accessible by email, telephone, messaging, social networks, etc. The customer service fills a major need: exchanges with advisors ready to inform and […]

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, […]

Putting the customer first means taking good care of them and paying attention to all their expectations. Keynote extract facilitated by Salomon Parienti during a convention on the Customer Experience held in October 2022. Any company’s results, whatever its size, are directly connected with the importance assigned to listening to its customers. More than ever, […]

The UN Women France association and Armatis have signed a bro-bono service sponsorship convention on skills sponsorship. “Supporting UN Women’ actions on behalf of gender equality and against violence to women is very much in keeping with the awareness-raising and information actions that we’ve already implemented through our Diversity, Inclusion and Prevention Committee. So it’s […]

Over the course of the last few years, the customer relations sector has been shaped by a combination of new expectations, new behaviours, digital transformation and the search for unique, positive experiences. A whole range of relational approaches coupled with ever more innovative technologies are revolutionising the sector, enabling it to meet its countless challenges. […]

This pro-bono partnership is in support of a fundraising campaign to the benefit of UN Women France Paris, 9 January 2023 – UN Women France and Armatis have signed a bro-bono service sponsorship convention on skills sponsorship Armatis, a major French Group specialising in outsourced customer relations, has been chosen as partner for the conduct […]

Tunis/Paris, 15 December 2022 – The Armatis Group, a specialist in outsourcing of customer relations since 1989, is continuing its growth and has announced the opening of a second site in Tunis. The top-quality 3500-m² site is provided with 450 workstations and currently has 360 employees. It complements the Group’s overall activity by diversifying its […]

France has been seeing a genuine renaissance in the world of work over the last few years, with consequent disruption of practices and usages. In an ever tighter market remodelled by universalisation of telework, our relationship with work has changed: hybridity, flexibility and empowerment have all become priorities in most sectors – and the customer […]

It may have been born of science fiction but the metaverse is real enough today. Although it’s starting to arouse interest among brands and offer new opportunities, it also raises a great many questions. Arnaud Bouchaud, Armatis’ Director of Digital Solutions, enlightens us on the subject. The metaverse: let’s suggest a definition… From visionary 1990s […]

All companies involved in customer contact, call centres in particular, analyse huge quantities of data whose management and security are of crucial importance. Managing these data, ensuring their governance and mapping the risks to which they’re exposed in order to better prepare for them is the daily responsibility of cybersecurity professionals in such companies. Ensuring […]

Interview with Stéphanie Tainon, Recruitment Director at Armatis. Can you tell us a bit about your career so far? My career’s been marked by 2 main experiences. The first one at Adecco, starting out as candidate recruitment officer and ending up as Branch Manager. I spent 9 years there, during which I developed solid skills […]

There are several watchwords to take into account here, “digital”, “transparency” and “rapidity” in particular. Faced with the wide range of products and solutions on the market, Gen Z expects greater clarity on the products on offer and their advantages. Transparency is a key expectation that can tip the scales between two banks. These new generations […]

Armatis has obtained ISO 27001 certification, an international reference standard for implementation of an Information Security Management System (ISMS) and attesting to the existence of management procedures, processes and systems designed to identify cyberthreats, control related risks and implement appropriate protection measures in order to ensure confidentiality, availability and integrity of information. Why ISO 27001? […]

The innovation race has now reached all activity sectors, bringing a whole range of projects in its wake, designed to boost our companies’ performance and competitiveness – sometimes in unexpected places. Very different from the dusty old image of gloomy, listless workspaces, outsourced customer relationship centres are also following the trend and have become true […]

In the digital age, providing a multilingual customer service is no longer regarded as a competitive advantage but rather as a sine qua non condition for satisfying and retaining customers and ensuring that each and every one of them receives the same quality of service, irrespective of their language, culture or location. The importance of […]

In 2022, Armatis was awarded EcoVadis’ “Gold” assessment level. With an overall score of 70/100, the Group is now in the Top 2% of the most virtuous companies in its sector in terms of practices connected with the environment, social issues, ethics and responsible purchasing. A result that rewards all the many projects led by […]

Interview with Mehdi Mazeas, Armatis’ Digital Project Manager. Your career so far in a few words I’m currently Digital Project Manager in Armatis’ Digital Data Division. I’ve been with the Group for 19 years now, with several highpoints in my career. I started out as a sales representative in the telecommunications sector and went on […]

A look back at the speech made by Armatis’ Partnership Director, Elvira Cekovic, on the occasion of the Pépite Café organised by AMARC in collaboration with NICE. Elvira took the opportunity to share her strategic experiences in setup of efficient organisations between employees’ specialisations and versatility. Consumers’ habits have evolved and these days customers prioritise […]

The relationship between companies and their customers is constantly evolving. With development of communication channels and the consequent emergence of new usages, customers now have greater and more specific expectations. The acceleration of companies’ digital transformation has intensified this issue, and they must make every effort to keep up with the pace of innovation, avoiding […]

It’s no secret that our society is riddled with contradictions in all areas – and consumption is no exception. Recent analyses demonstrate evolution towards a more local, sustainable and responsible approach that goes hand-in-hand with a kind of “search for meaning” observable above all among millennials, for whom a brand’s impact and image tend to […]

Testimonial from Jason Kugel, Armatis Project Manager on behalf of Pierre et Vacances Center Parcs. Established in Avoriaz in 1967, Pierre & Vacances is Europe’s leader in leisure and holidays. Every year, the brand welcomes over 2 million holidaymakers in more than 150 residences and over 12,300 apartments in France and Europe. Pierre & Vacances […]

Unicorns and new rising stars, fintech, foodtech, travel and healthtech have no need of introduction these days – embodied by audacious teams and offers that seek to make a place for themselves within traditional ecosystems as much as to disrupt them by providing effective resolution of “pain points” encountered among historical actors. These actors in […]

Developing the company’s customer culture, becoming or staying a customer-centric organisation: it’s a key ambition in a great many company strategies. A highly relevant one, of course, but one that needs to be thought out, organised and structured, not simply pursued at any cost. In order to ensure a successful approach, it’s essential to understand […]

Zoomers, millennials, digital natives… all terms that refer to the new ultra-connected generations well-versed in online commerce and digital interactions. France estimates its millennials (or Gen Y), born between 1980 and 2000, to number over 13 million. They represent strong potential for companies but also a daunting challenge. These millennials, and the Gen Z that […]

After over a year of the current health crisis, what lessons can we learn about customer experience and relationships, and how can they be leveraged for future performance? In an increasingly competitive business environment, retaining current customers and attracting new ones is a central concern for all companies. Their efforts are usually focused on marketing […]

Within a context severely affected by the health crisis, how are customer relations redefined within an industry where people matter most? Cancellations, grounded planes, border closures… The Covid crisis has brought its share of travails to the tourism sector. Brands, travellers and customer advisers alike have faced an unprecedented situation. Regarding customer relations, the proliferation […]

« The health crisis we’re experiencing has transformed our teaching practices: remote training is now part and parcel of our pedagogical approaches, and the good news is that both trainers and learners are getting a taste for it! We must, however, remain careful to ensure we don’t overdo what we call zoomification (or teamsification). Carrying out […]

In this digital age, many brands are offering their customers an omnichannel experience: calls, e-mail, live chat, social networks, messaging, etc. This strategy allows them to meet a strong expectation: proximity to the brand. Anytime, anywhere any device… Yes, but! 89% of consumers believe that getting a quick, accurate answer to their questions is the […]

What levers are essential for customer satisfaction? How can a “customer-centric” strategy be implemented within a multilingual and multicultural environment? Key indicators are used to drive a customer-centric strategy. These include the NPS (Net Promoter Score), CES (Customer Effort Score) and CSAT (Customer Satisfaction Score). These assess whether brand interactions fully meet customer expectations. They […]

In recent months, sales processes have had to evolve to keep pace with the emergence of distance selling as an alternative to physical selling, meeting consumer expectations and adapting to regulatory constraints to protect those involved and reduce excesses, both online and offline. Many brands and companies in various sectors are reflecting on the need […]

Delphine Seguy, Head of Outsourced Customer Relations activities for BNPPF’s Private Client Business Management, shares her outsourcing experience, explaining her vision and best practices. What are the specifics of Customer Relations in the banking sector? Delphine Seguy : The banking sector is complex: sensitive, ultra regulated and highly competitive. It’s also undergoing many changes. As […]

Outsourcing Stars is a non-commercial contest in Poland for the Modern Business Services sector. It is organized by the ProProgressio Foundation and aims to distinguish the best and fastest growing organizations in the sector. The awards gala took place on June 24 at the Elektrownia Powiśle in Warsaw. Armatis won in the CALL CONTACT CENTER […]

Paris, February 8, 2021. Armatis, one of the pioneers and leaders of the customer relations sector in France, is unveiling its new brand identity redesigned around its signature tagline « Your Customer First » – a true leitmotif for its 9,000 employees. « Your Customer First » is the result of a reflection process into the group’s positioning and […]

Armatis, one of the French leaders in customer relations, has acquired a new site in Poland entirely dedicated to Canal+. This acquisition brings the number of Armatis’ international sites up to 10 and asserts its drive to expand in fast-growing and highly dynamic regions. Armatis Poland currently employs more than 1,000 people at five sites, […]

Poland’s Best Employers 2021 is « a list of 300 companies that outstanding achievements in the field of HR have been honored with the title of The Best Employer. » This is the first edition of the ranking organized by Forbes Poland. The list was prepared with the help of Statistica company and the survey lasted from […]

The digital customer experience has become a strategic issue. Customers are making increasing use of digital tools to get in touch with brands, make purchases, compare, request assistance, etc. Companies must therefore adapt their relationships and keep in step with changes in customers’ preferences. How do you go about digitising interactions? How do you make […]

Find out how to boost your employees’ performances and engagement with SODA and Link Me Up, the social network by Armatis! 39 M Social Media Users in France in January 2020. Used for making recommendations, marketing practices, exchanges of opinions, advice, recruitment and community training, social networks play a predominant role in our professional and […]

Tailor-made, customer-centric relationships have been an integral part of brands’ customer experience for several years now. Such engagement requires appropriately targeted collection of personal data in order to develop a hyper-personalised customer experience. The challenge for brands is to deploy more human customer relations, better centred on the interests of their customers, followers or likers […]

INIT carried out an innovative survey among 600 French customer relations companies and professionals on behalf of the 2020 Customer Strategy Show. The study*, which was carried out in partnership with AMARC (Association for Management of Customer Complaints) and the Sens du client blog, aims to: Here are its key findings 1- Encouraging planned investments […]

Serge Martin, Managing Director of Customer-Relations Centres at ENGIE France B2C, General Public Division, confides the best practices and insights that help him manage his telework teams successfully. The many challenges that companies have had to meet during lockdown included emergency implementation of telework. Although a few of them were already relatively familiar with the […]