Contact Center & CX Operations Outsourcing
We design, deploy, and manage operational solutions that create value for brands
For nearly 40 years, we have been operating tailor-made solutions for all industries, capitalising on our processes and methods to guarantee the quality and performance of our operations. Our strength: a unique alliance of people, data and technology.
A network of locations covering every need in terms of expertise and competitiveness
From our more than 20 sites across France, Poland, Portugal, Tunisia, Morocco and Madagascar, and thanks to our 100% remote hub in Bulgaria, we offer multilingual coverage on an international scale.
Nearly 10,000 employees serve your customers, delivering your processes to the highest standards of quality, security and performance.
YES! - Your Excellence Standard
A concrete method for clear, motivating and effective management
With YES!, we have built and deployed a methodology and a technological solution dedicated to the operational steering of your activities.
A human, structured and results driven approach, enabling every employee, manager or advisor, to deliver your expectations over the long term. We put performance at the service of our people, not the other way round, for sustainable and measurable engagement.
Want to unify your steering across all your production sites?
Do your teams need to collaborate within a single ecosystem?
Do you need to align your operational practices with the achievement of your objectives?
YES! is the solution you need
Enhanced and simplified management through digital tools
To go further, we have developed an intuitive digital platform dedicated to supervisors and managers. It makes it easy to monitor results, set personalised objectives, and gives immediate visibility on improvement levers.
Want to discover how “YES!” transforms our clients’ day-to-day operations?
An internal framework to ensure quality and performance, from setup to contract renewal
Armatis has structured each internal process around a proven framework. Nearly 40 years of experience have shaped our approach to operational performance and our shared vision of the key drivers to implement. This is a clear framework, shared by all, to guarantee efficiency, fluidity, and excellence throughout your customer journey.
Grow your business
- Sales & Pricing
- Review and contracting
- Client engagement
Accelerate your growth with a structured commercial approach.
Organize and launch
- Implementation
- Gouvernance
- Resource management
Start your projects methodically and efficiently.
Develop your teams
- Recrutement
- Formation
- Retention and development
Engage your talents for sustainable results.
Achieve excellence
- Performance management
- Real-time monitoring
- Coaching
- Continuous improvement & consulting
- CSR impact
Innovate, optimize, and stay ahead.
Operational solutions to improve the performance of every process impacting your customers and prospects
From first contact to loyalty, our teams support you with rigour, agility and expertise. Every mission is tailored and steered with precision to address your business challenges. We integrate your platforms and technologies, while also acting as solution providers able to accelerate your business and your transformation.
Omnichannel Customer Service
Sales and Portfolio Management
Technical Support and Helpdesk
Offer responsive, expert assistance to quickly resolve your users’ technical issu
Middle and Back-Office Management
Simplify your administrative operations and gain efficiency with reliable, professional management.
Debt Collection
Trust & Safety
Strengthen the security and compliance of your operations with identity verification and risk management solutions.
Frequently Asked Questions
Find answers to the most frequently asked questions about our services.
What is customer relationship outsourcing and what are its benefits?
Customer relationship outsourcing involves entrusting all or part of your customer interactions to a specialized provider. This approach allows you to:
Reduce operational costs while ensuring high service quality.
Improve customer satisfaction and loyalty through trained experts.
Manage volume fluctuations with full flexibility, especially during peak periods.
Benefit from tools and technological innovations without additional investment.
What services do you offer in customer experience and relationship management?
We offer customized outsourcing solutions tailored to your industry and objectives:
Multichannel customer service: managing inquiries via phone, email, chat, and social media.
Technical support: assisting users and resolving technical issues.
Sales and loyalty: acquiring new customers and running retention programs.
Back-office management: processing files, content moderation, and administration.
Debt collection: effective solutions to optimize your cash flow.
Enhanced customer experience with AI: chatbots, predictive analytics, and intelligent automation.
Which sectors can benefit from your services?
Our solutions are tailored to various industries:
E-commerce and retail: order management, returns, after-sales service.
Banking and insurance: customer support, claims assistance, regulatory compliance.
Telecommunications and high-tech: technical support, service activation.
Healthcare and pharmaceuticals: patient support, appointment scheduling, and medical records management.
Travel and transportation: traveler assistance, booking, and claims.
How do you guarantee the quality of outsourced customer service?
We rely on proven methodologies and effective monitoring tools:
- Ongoing team training to ensure industry expertise.
- Performance tracking with precise KPIs: customer satisfaction, response time, resolution rate.
- Advanced technologies (CRM, AI, automation) to optimize responsiveness and personalization.
- Continuous improvement processes based on feedback and data analysis.
Which communication channels do you support?
We provide omnichannel customer relationship management through:
- Phone & VoIP (multilingual call centers).
- Email & online forms.
- Live chat & chatbots (24/7 support).
- Social media (moderation, social customer service).
- WhatsApp, Messenger & SMS for instant interaction.
How do you ensure data protection?
We adhere to international security and compliance standards, including:
- GDPR (General Data Protection Regulation) for the protection of personal data.
- ISO and PCI-DSS standards for transaction and infrastructure security.
- Strict cybersecurity policies with regular audits and encryption of sensitive data.
Where are your service centers located and what are your capacities?
We have a global presence and a hybrid onshore, nearshore, and offshore model, offering:
- 24/7 customer support in multiple languages.
- Time zone adaptation for continuous service.
- Operational flexibility to meet your call and contact volume requirements.
How can I start working with you?
To outsource your customer service, follow these steps:
- Initial contact and preliminary needs analysis
- Development of a customized proposal
- Validation and implementation of the solution
- Launch and ongoing performance monitoring
What are your commitments regarding CSR?
- Carbon footprint reduction
- Inclusion and diversity
- Local employment, integration, and community initiatives
Do you have other questions?
Let’s discuss the customer experience challenges holding back value creation for your brand.
