As part of our commitment to operational excellence, we attach great importance to the quality of our services as a reference call center, and provide our partners with a consistent quality policy.
In this regard, and for the achievement of objectives, both qualitatively and quantitatively, since 2010 we have been engaged in a process of standardizing and maturing our processes, culminating in the ISO 9001 v2015 certification issued by AFNOR. It is a qualitative and regulatory requirement that we have chosen to adopt for a controlled management of the stages of the customer lifecycle.
We direct our efforts towards a strategy and a company policy with the objective of “customer satisfaction”, in compliance with standards and professional guidelines.
Concerned with delivering services that comply with European standards of “customer relations centers”, we took the initiative in 2008 to couple our processes with a quality guarantee like the standard NF 345, with the objective of providing our collaborators customer-oriented best practices, to meet exactly the expectations of our partners.
In 2018, the NF 345 standard disappears to make room for the ISO 18295 standard that replaces it.
Our Quality division has already updated our quality process according to the new ISO 18295-1 standard, which focuses on customer contact center requirements.
We have updated our Best Practices according to the new standard.
This ensures a quality service level regardless of the type of customer interaction.
Since 25 May 2018, the General Data Protection Regulation (GDPR) has come into force in Europe. Active Contact has taken a proactive approach to protecting the data it handles as part of its call center business.
In January 2018, we appointed a DPO, responsible for implementing a GDPR system in accordance with European regulations.
Keen to comply with national standards, Tunisia has adhered to this convention to foster a climate of confidence both with its citizens and foreign stakeholders.
By working with our call center in Tunisia, you ensure a service that is GDPR-compliant.
Active Contact was awarded the “Committed to CSR” label in April 2020 for its sustainable development policy.
For over five years, Active Contact has been committed to a Corporate Social and Environmental Responsibility (CSR) approach.
This label highlights Active Contact’s commitment to integrating sustainable and ethical principles to have a positive impact on society, the economy, and the environment within the scope of its activities.
Through our French subsidiary registered with ORIAS (Organization for the Register of Insurance Intermediaries), we are authorized to carry out insurance and reinsurance intermediary activities in France.
We are registered as an insurance and reinsurance broker, which means we are fully authorized to handle all types of insurance products in compliance with regulations.
Our client is a company specializing in telephone answering services and consumer support. They wanted a partner capable of managing a portion of their inbound calls.
We set up a French-speaking team responsible for handling incoming calls and taking messages using the CRM tool.
– Having a flexible partner allowed them to quickly handle call volumes.
– An agile team fully immersed in the client’s specific quality processes.
Our client is undoubtedly one of the most widely used e-commerce software solution providers in the world.
Our team provides Level 1 technical support and customer service in four languages: English, Italian, Spanish, and French:
– Multilingual live chat support: English, Italian, Spanish, and French
– Global customer service management, with escalation to Level 2 when required
– Assisting clients with platform usage and integrating new modules tailored to their needs
– Operating hours: 8:00 AM to 11:00 PM, 7 days a week
– Cost efficiency through the recruitment of bilingual customer service agents
– Improved multilingual service quality thanks to our location in Tunisia (compared to Bulgaria previously)
Allocab is France’s leading ride-hailing platform, specializing in the B2B segment in addition to B2C. Our team handles the entire customer service value chain, including ticketing, emails, inbound and outbound calls, fleet management, and operational support.
Our team manages all client interactions in a blended approach, responsible for:
– Providing information to callers
– Anticipating complex rides or those without available drivers
– Handling customer complaints and finding effective solutions
– Managing after-sales service
– Improved customer satisfaction rates
– 95% call answer rate
– Cost optimization by pooling agents across multiple activities (ticketing, calls, operational management)
– Access to a flexible partner capable of scaling resources during peak periods
Notre client est le leader français du VTC. Grace à sa forte croissance, son périmètre de services s’est élargi sur plus de 100 villes en France.
Nous avons dédié une douzaine de téléconseillers, encadrés par une équipe de 2 managers, pour intervenir sur toutes les étapes du cycle de vie du client : de la demande de réservation au service après vente, en passant par la supervision de la production.
Notre prestation multicanale comprend le traitement des emails, les appels entrants et les appels sortants.
– Un service Customer Care disponible 24/7/365 ;
– Une centralisation du service client en français et en anglais ;
– Un rapport qualité/prix optimal grâce à notre implantation nearshore ;
– Une équipe de Conseillers clients partageant les valeurs de l’entreprise ;
123 Industries is a leading B2B industrial marketplace in its sector. They wanted an external platform capable of both project detection and file qualification.
– Accurately qualify company decision-makers.
– Approach B2B decision-makers to identify their needs for B2B services.
– Proactive project detection, generating a high-value sales pipeline.
– In-depth qualification of decision-makers and real-time project identification.
– Allowing the client’s sales teams to focus on account development.
A subsidiary of the PSA Group, our client is a global leader in peer-to-peer car sharing.
Driven by strong organic and external growth, its service scope has expanded worldwide, now operating in more than 57 countries.
We have deployed a team of around thirty customer advisors, supervised by four managers, to operate across the entire customer lifecycle: from pre-sales to customer retention, including customer management, as well as moderation on social media and Trustpilot.
Our multichannel service includes email handling, live chat, and call-blending operations (inbound and outbound calls).
– Maximum customer service availability: 24/7/365;
– Centralized multilingual customer service (French, English, Spanish, Italian, and German);
– A fully multichannel service enabled by versatile customer advisors (email, phone, live chat, social media);
– An optimal value for money through our nearshore delivery model.
Réunir Group offers a comprehensive range of professional solutions to everyone within companies or associations who organize seminars, conferences, or events. Over 20,000 corporate and association decision-makers subscribe to their services, benefiting from solutions that help buyers efficiently plan and manage their professional events.
We have a dedicated team of B2B customer advisors responsible for:
– Identifying the needs of companies;
– Prospecting advertisers, hotels, and seminar venues for listing in the digital directory.
– Expansion of the advertiser portfolio through continuous acquisition activities;
– Relieving sales teams from annual follow-ups for renewing directory listing contracts.
Held twice a year, MP2 organizes unique professional meetings between event organizers and service providers. By reversing the roles, this concept ensures that buyers are truly at the center of the process, facilitating the organization and planning of their events. Additionally, it enables MICE service providers to manage their budgets more effectively through more transparent and efficient business meetings.
We have a dedicated team of B2B customer advisors responsible for:
– Qualifying purchasing decision-makers;
– Lead generation: identifying MICE projects and matching the generated leads with hotels that meet the companies’ needs.
– A fully autonomous team of client advisors;
– Pooling of skills according to the activity period (prospecting, acquisition, qualification, and follow-ups);
– Progressive upskilling achieved through the transfer of industry-specific expertise.
Our client is an operator of B2C e-commerce sites specializing in dietary supplements and weight-loss programs in various formats.
We handle multichannel customer inquiries via email and phone, provide guidance on supplement programs, manage customer retention, and monitor order follow-ups.
– Multilingual customer service: French, English, and Spanish.
– An agile customer service team, with resources scaling up to meet seasonal peaks.
With 15 e-commerce sites worldwide, our client is a leader in the distribution of anabolic products and peptides for bodybuilding enthusiasts and professionals.
We manage the entire customer relationship journey: pre-sales advice on supplementation plans based on the client’s goals (muscle gain, fat loss, etc.), shipment tracking and product returns, handling customer feedback and complaints, as well as moderating reviews on Trustpilot and Facebook (Community Management).
– Multichannel (email, phone, live chat, social media) and multilingual customer service: Spanish, English, Italian, German, and French, all centralized.
– Allows the client to refocus on their core business as a distributor.
– An unmatched value for money: Fair-Cost.
Our client is a publisher of specialized platforms for cashback and deals, operating in around ten countries.
We handle requests for information, newsletter unsubscriptions, service registrations, refunds, and cashback. Our team conducts welcome calls, verifies supporting documents for cashback requests, and manages customer retention.
– A cross-functional team supporting customer service, retention, and back-office operations for cashback sites.
– Reduced customer service costs thanks to bilingual teams (French, English, and Spanish).
For an energy operator, we deployed a dedicated team of 40 contact center agents handling inbound and blended calls. Our team performs welcome calls, verifies supporting documents for cashback requests, and manages customer retention.
– Provide callers with information on current electricity and gas offers and recommend the most suitable option.
– Follow up on warm leads (callback request forms).
– Re-engage cold leads.
– Answer rate of 94%.
– Reduced Cost Per Order (CPO) through “Opt-in” campaigns.
– Access to a flexible partner able to scale resources according to peak seasons.
ZoneADSL is a comparison website for Internet and mobile offers aimed at individual customers.
– Calling back leads interested in broadband box offers.
– Recommend the optimal offer based on prospects’ bandwidth requirements and budget.
– Enhance its role as an advisory comparison site through a team of tele-advisors specialized in current telecom offers.
– Operational scalability to handle activity peaks.
– Reduce costs through nearshore outsourcing.
ClicRDV is a leading B2B appointment scheduling software startup.
We supported the company during its growth phase, particularly throughout its strategy for large-scale client acquisition. The company was later acquired by the Pages Jaunes Group and experienced exponential growth.
We provided a team of around fifteen teleprospectors for pre-sales, responsible for scheduling telephone appointments to conduct demos with prospective clients.
– A constantly fueled sales pipeline, thanks to a team specialized in telephone appointment setting.
– A high conversion rate from appointments to clients, ensured by the initial qualification phase.
– Exploration of new target markets through experimentation and customization of the technical solution according to the specific needs of prospects’ businesses.
Prodware, a company specializing in the development and integration of management solutions for businesses, with 1,700 employees, has chosen to outsource to Active Contact:
– Traffic generation for its Open Door Days (ODD) events across its various business units (Microsoft Solutions, Autodesk and PTC CAD Solutions, SAGE SME solutions…);
– Periodic qualification and updating of its client and prospect databases;
– Identification of software project opportunities;
– An external team fully proficient in the IT environment;
– An unparalleled value for money;
– Refocusing on its core business as a software developer and integrator;
Biesterfeld is a European leader in the distribution of technical plastic raw materials.
We have dedicated a team of 10 collaborators covering the following scopes: pre-sales, sales, customer technical support, and sales administration.
– A flexibility solution through the outsourcing of part of the support functions;
– Reduction of support costs through offshore deployment.
A leading French publishing company specializing in taxation, human resources, payroll, expert products, and related fields, the Revue Fiduciaire Group is a major reference in the profession.
In order to optimize its customer relationship management, the group decided to outsource all of its activities to Active Contact.
Until 2011, the group had its own platform in France (sales administration, loyalty, acquisition, etc.) and used two service providers in France.
Today, all of its CRM activities have been transferred to Active Contact.
– A significantly improved value for money;
– Greater flexibility (downgrading and upgrading capacity).
– Reduction of customer service costs related to nearshore outsourcing;
Founded in 1981, Culture et Formation has been, for more than thirty years, the specialist distance learning school in the paramedical sector. It is also the largest private distance education school in France.
Culture et Formation wanted to outsource the qualification of leads received via the Internet to a human-scale contact center, focused on service quality.
– Refocus its admissions advisors on their core business activities;
– Reduction of costs related to lead qualification;
– Greater flexibility depending on the volume of incoming leads.
Fully owned by the IT News Info Group, lemondeinformatique.fr is the leading information and services group dedicated to IT professionals in France.
Since 2008, we have deployed a B2B customer advisor team dedicated to the following missions:
– Qualification of IT decision-makers in companies employing more than 50 employees;
– Lead generation: identification of corporate IT projects (infrastructure and software solutions).
– An unmatched value for money ;
– Refocusing on its core publishing business.
FMA Insurance is one of the leading French insurance providers for motorcycle and automobile insurance products and benefits from exclusive partnerships with BMW France, Harley Davidson France, and Honda France
Since 2011, FMA has expanded into the health and pension insurance market for individual customers. As part of its development strategy, FMA Insurance has partnered with Active Contact to ensure high-quality customer acquisition.
We have a B2C team of customer advisors responsible for:
– Telemarketing and acquisition of new B2C customers;
– Customer loyalty management: cross-selling — offering pension products to health insurance customers and vice versa.
– A high-quality and balanced customer portfolio;
– Increased customer lifetime value through cross-selling initiatives;
– Refocusing on its core business as a specialist in auto and motorcycle insurance by outsourcing acquisition activities to carefully selected partners.
Fully owned by the Orange Group, NordNet is the leading satellite internet access provider for both private individuals and professionals in France.
We began working with NordNet in 2013 across several parts of the customer value chain: telemarketing, customer service management, and back-office operations.
A team of around twenty customer advisors dedicated to telephone prospecting.
– Flexibility of dedicated teams;
– Refocusing NordNet on its Internet Service Provider (ISP) core business;
– A loyal team: the majority of customer advisors were recruited in 2013 and 2014.
International leader in the distribution of household electrical products and related sectors, the LG Electronics Group is a major reference in the industry.
In order to optimize its customer service processing, the company chose to outsource to Active Contact the handling of inbound calls and the opening of tickets on its own information system.
Until 2014, the group operated its own call platform at its headquarters (customer service, sales administration, loyalty, acquisition, etc.).
– Freeing its technical teams from handling complaint calls;
– A significantly improved value for money;
– Greater flexibility through gradual capacity scaling based on new business needs.
– Reduction of customer management costs;
Founded in 1988, 1&1 IONOS is a publicly traded group operating in the multimedia industry, offering web hosting solutions, dedicated servers (virtual and cloud), website creation solutions,e-commerce solutions, and messaging services. In 2014, the company chose Active Contact to handle the telemarketing of its “MyWebSite” and “SEO Local List” products.
– A dedicated team of 35 customer representatives.
– Reduction of CPO (Cost Per Order).
– Greater flexibility through the outsourcing of sales management.
DayDreams is a German brand, represented in France by the Voyage Loisirs Group until 2017, then by an investment fund at the end of 2017.
The brand offers individuals hotel vouchers allowing them to stay for 3 or 6 nights in one of the 2,000 partner hotels throughout Europe.
We have dedicated a team of around 10 B2C customer advisors responsible for:
– Customer reactivation (re-engaging inactive customers);
– Customer acquisition from partner databases;
– Customer loyalty management: proposing the Gold card to customers.
– Refocusing on its core business activities.
– An unparalleled value for money;
– Reduction of costs related to offshore outsourcing;
