Since 25 May 2018, the General Data Protection Regulation (GDPR) has entered 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, in charge of setting up a GDPR system according to the European regulation.
Anxious to comply with national standards, Tunisia has adhered to this convention in view of a climate of confidence both vis-à-vis its citizens and foreign stakeholders.
By working with our call center and Tunisia, you ensure a service “compliant with the GDPR”.
ISO 9001 V 2015 certification
As part of the guarantee of operational excellence, we attach great importance to the quality of our services as a call center of reference, and provide our partners with a consistent quality policy.
In this sense and for the achievement of objectives, both qualitatively and quantitatively, since 2010 we have been engaged in a process of standardization and maturity of our processes with the obtaining of the ISO 9001 V 2015 certification delivered by AFNOR. It is a qualitative as well as a regulatory requirement that we have chosen to adopt for a controlled management of the stages of a customer’s life cycle.
We are leading our efforts towards a strategy and a company policy with the objective of “customer satisfaction”, in compliance with standards and business standards.
Our IT team is constantly on the lookout for new tools and technologies that improve the productivity of our call center in Tunisia.
We use several business software solutions . Thanks to our extranet « Activium » we have in time the detailed reports allowing a structure of the results and an analysis of the qualitative and quantitative objectives thanks to the KPIs.
Our call endings are hosted in France at Télé house 2 Datacenter..
Our call center sites are connected to three specialized Fiber Optic links at the three suppliers in Tunisia:
Orange, Tunisie Telecom and Ooredoo. Backup between these three lines is automatic in load-balancing, which guarantees an SLA of 99,6 %.
Our main CRM solution is Hermes Suite, from VOCALCOM, the world leader in multi-channel contact center solutions, for Customer Service, Sales and Marketing. This natively Omnicanale Omnichannel solution offers a rake interface that multiplies the contact channels: telephony, Email, SMS, chat …, as well as a 360 ° database exploitation.
On the other hand, our teams use daily the following multichannel solutions:
Zendesk, Desk, CallTrackingMetrics..
ISO 18295 certification
Worried for deliver services compliant with the standard 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.