MEZZO - GROUPE 3SI guarantees good working conditions

MEZZO - GROUPE 3SI guarantees good
working conditions for both its employees and
clients
Contexte
Année
2012
Mezzo, a GROUPE 3SI subsidiary, is specialized in multi-channel customer relations: reception services,
Catégorie
3. Relations / conditions de travail
company operates three call centers: two located in France ( Toulouse and Merignac), and the third in Tunis (
Rubrique
Conditions de travail
call center management's dubious treatment of staff.
Secteur
Télécommunication, Médias, TIC
Taille de l'entreprise
Entreprise de plus de 500 salariés
Pays
France
prospection, order entry, after-sales service, telephone selling, telemarketing, collection services, etc. The
Tunisia). The company pursues a determined human resources policy, dispelling existing prejudices regarding
Objectif(s)
- Ensure the welfare of employees
- Respond to any eventual training needs
- Earn the trust and loyalty of personnel.
Démarche
Entreprise
MEZZO - GROUPE 3SI
Groupe
GROUPE 3SI
Chiffre d'affaires
Since 2010, all staff with over 6 months of seniority in the company are invited to attend an individual evaluation
interview at least once a year. During this interview, the hierarchical supervisor ensures that the interviewed
employee possesses all requisite knowledge and expertise to perform the duties of the post, in addition to
assessing the employee's behavioral skills and professional practices.
Subsequent to the interview, a summary is produced indicating the employee's major strengths and areas for
10 millions d’euros (2011)
improvement. In the long run, this interview process enables the manager to propose an individualized training
Pays
France
plan, depending on the skill level demonstrated by the team as well as the prevailing managerial strategy.
The equipment required by telecommuters (e.g. seats, call headsets) is renewed on a regular basis so as to
www.somezzo.com
ensure good working conditions for all personnel.
At Mezzo, every new hire is assigned a "sponsor", who sets up a program adapted to the new employee's
Effectif (2011) : 700
mission. Afterwards, these objectives are reevaluated, with a pay raise if applicable, at least once a year for
Contact
Louis PIAT, chargé de Ressources
Humaines,
Mise à jour le
Mardi, 24 Mai 2016
supervisors and monthly for advisors.
A diversity charter was signed in 2010, along with a telecommuting agreement.
In 2011, Mezzo was awarded the Social Responsibility Label for Customer Relations; this label recognizes sector
professionals for their compliance with a code of good social conduct, in terms of: HR practices, both initial and
continuing training policy, workplace conditions, and procurement conditions.
Mezzo is dedicated to fulfilling its commitments in the areas of quality, innovation and managerial excellence to
the benefit of its clientele.
Facteur(s) clés du succès
> Personalized interviews
> Difficulty in scheduling interviews for a Call Center organized by level of activity
Contribution à la performance de l'entreprise
- Drop in personnel turnover
- Greater employee loyalty and customer satisfaction
- Social responsibility label (for call center activities) awarded in 2012 relative to both the French and Tunisian
operations.
Bénéfices sociaux, environnementaux et/ou de gouvernance
Fewer staff conflicts and a more productive labor dialogue.
Cette oeuvre de Réseau Alliances est mise à
disposition selon les termes de la licence Creative
Pour en savoir plus
Winning CSR policy of MONDIAL RELAY at
http://www.reseau-alliances.org/bonnes-pratiques/les-trophees-de-leconomie-responsable.htmlWinning
CSR policy of MONDIAL RELAY at