Omnichannel Customer Service Outsourcing
Be available on every channel and deliver a seamless experience to your customers
We act as ambassadors of your brand to your most strategic asset: your customers. We handle every request to secure maximum satisfaction and strengthen your customer insight, while optimising costs.
Your business challenges, our priorities
Simplicity, efficiency and speed of handling
Phone, email, chat, social media: your customers choose the channel, not you. We run your omnichannel customer service within a single unified framework, for consistent and fast handling from the very first contact.
Control over operational costs
Outsourcing your customer service means turning fixed costs into managed costs. Armatis optimises the cost per interaction through pooled teams, proven processes and targeted automation powered by our SquAire suite.
Maximum availability and first contact resolution
High performing customer service resolves issues on first contact, with no transfer and no delay. Our teams reach a CSAT above 95% on our omnichannel operations, thanks to thorough training and knowledge bases maintained in real time.
Agility in the face of activity peaks and seasonality
Activity spikes, product launches, unexpected crises: your contact volume will never be linear. With more than 20 sites across 7 countries, Armatis adjusts resources within days, without any drop in quality or service continuity.
Continuous quality improvement
The quality of an outsourced contact centre is built over time, not at launch. Our approach relies on precise indicators (CSAT, FCR, handling time) and weekly improvement cycles, steered together with you.
Customer knowledge through data
Every interaction generates exploitable data on your customers, products and processes. Armatis structures the collection and analysis of this data to turn your customer service into an actionable customer knowledge lever.
Real time steering
Real time visibility on your KPIs, instant alerts, dashboards accessible at any time: you steer your outsourced customer service as if it were run in house. On multi site operations, this transparency is built in from day one.
Why entrust your omnichannel customer service to Armatis?
Outsourcing your customer service means choosing a partner who knows your sector, speaks your customers’ language and steers performance together with you. Here is what sets us apart, concretely.
International presence, local expertise
Established across several European and African countries, our sites cover the full range of needs in terms of location, language and cost competitiveness. Each site is chosen for the depth of its linguistic and sector skills, with no compromise on service quality.
Proprietary technology at the service of your advisors
Our SquAire AI suite supports advisors in real time: contextual knowledge base, automatic interaction summaries, automation of simple flows. Your teams focus on high value interactions. Your customers get a faster, more accurate response.
A structured and transparent steering model
The YES! (Your Excellence Standard) method structures the operational management of every programme: individualised objectives, real time monitoring, continuous coaching. You get full visibility on your KPIs at all times, with a dedicated point of contact who knows your business.
Teams recruited and trained for your sector
Every advisor is selected and trained on your sector’s specifics, your tools and your service culture before handling their first interactions. Sector know how is not a bonus, it is our starting standard.
A human, technological and responsible service
End to end compliance and security
GDPR, ISO 27001, industry requirements: our ecosystem meets the highest standards to protect personal data and guarantee trustworthy customer relations. Every programme is regularly audited, with procedures documented by sector and continuously verified.
Continuous skills development
Regular training on customer relations, omnichannel tools and service mindset: our teams keep evolving to adapt to consumer expectations. Every advisor benefits from individualised follow up and coaching sessions built into the operational cycle.
Responsible and ethical technology
We integrate AI and automation within an ethical, transparent and useful framework, always at the service of the customer experience. The goal is not to replace the human advisor, but to give them the means to handle every interaction with more accuracy and less friction.
Inclusion and innovation, every day
Our hybrid work environments foster diversity, collaboration and agility, for a more human and more intelligent customer service. Inclusion shapes our recruitment processes, our management practices and our CSR approach from the very start of every operation.
The benefits for your business
Controlled costs
Reduced cost per interaction through pooled resources and targeted automation.
Optimised pooling
Shared teams and infrastructure across programmes for maximum efficiency without additional investment.
Consistent service
A constant quality of handling across every channel, every site and every language.
Stronger loyalty
A responsive, consistent and empathetic customer service that turns every interaction into a retention lever.
Engaged teams
Advisors trained, monitored and managed to deliver a quality customer experience over time.
Instant monitoring
Real time dashboards to steer your outsourced customer service with the same visibility as an in house team.
Your questions on omnichannel customer service
What is omnichannel customer service?
Omnichannel customer service means managing every customer interaction (phone, email, chat, social media, instant messaging) within a single unified framework, to deliver a consistent experience regardless of the channel used. Unlike multichannel, omnichannel guarantees continuity of the customer journey from one channel to another, with no loss of information and no service break.
What is the difference between multichannel and omnichannel?
Multichannel means being present on several channels. Omnichannel means those channels are connected to each other: a customer who starts a request by email can continue it by chat without repeating themselves. This continuity is what defines a genuine omnichannel strategy and determines the quality of the customer experience.
Why outsource your omnichannel customer service?
Outsourcing your omnichannel customer service helps reduce fixed costs, access specialised expertise and absorb volume variations without infrastructure investment. A specialised provider brings dedicated technology, proven processes and the ability to ramp up fast, where building in house skills would take several months.
How do you manage activity peaks in outsourced customer service?
A flexible outsourcing model allows resources to be adjusted within days based on volume variations, with no drop in quality. This agility is particularly valuable for highly seasonal sectors such as retail, travel or energy, where peaks can multiply contact volumes within a few weeks.
Which channels can be outsourced with Armatis?
Ready to deliver a seamless customer experience across every channel?
Entrust us with your omnichannel customer service challenges to connect every interaction, optimise journeys and strengthen customer satisfaction. We support you with tailored solutions.
