APEC Achieves High Quality Executive
Transcription
APEC Achieves High Quality Executive
APEC Achieves High Quality Executive Recruitment Customer Service in France APEC Achieves High Quality Executive Recruitment Customer Service in France APEC (Association pour l’Emploi des Cadres) is a key player in the executive recruitment market in France. It helps and advises both executives in their professional career, and young graduates in preparing for and entering the job market. It also helps and advises companies in recruitment and talent management. The implementation of the Altitude uCI customer interaction management solution in early 2012 was a key element to implement the new multichannel customer relationship strategy of APEC. The company was able to optimize resources, improve service quality and standardize practices and processes. Today, the Altitude uCI solution platform manages inbound and outbound calls in customer service and marketing operations in five Contact Centers, totalling 125 positions, Altitude uCI supports the evolution of our everyday service, and it contributes to continuously improve our customer satisfaction rates. Frank Le Goff Head of Direct Marketing and Telemarketing APEC and it should be implemented in all APEC’s 47 offices, by the end of 2013. Easy integration with existing IT systems and operational processes In 2011, APEC launched a tender in order to acquire a new solution for customer interaction management. After considering the major players solutions in the market, APEC chose the Altitude uCI solution, as it was the best in meeting its needs in terms of costs, performance, ease of use, and integration with the existing IT systems, applications and processes. “With Altitude Software, it was not our team that had to adapt to the new solution. Altitude uCI demonstrated a remarkable flexibility and it integrated with our technical and organizational environment. To implement a solution should be a transparent, easy process that does not disturb the everyday activity of our consultants. The solution should be easy to learn and use, so as to be effective in supporting our consultants in their goal to improve the quality of service. Also, Altitude uCI delivered significant savings in operating and maintenance costs when compared to our previous solution," comments Frank Le Goff, Head of Direct Marketing and Telemarketing. © Altitude Software Case Study – all rights reserved 2 To witness a day in one Contact Center equipped with the Altitude uCI solution was key for the Apec final decision. In January 2012, Altitude uCI was Founded in 1966; first deployed to the telemarketing team, and One Enterprise Service Center; soon afterwards in the three existing Executive Three Executive Service Centers and Costumer Service Centers (Paris, Lyon and Lille). One Customer Relationship Center; A few months later, the Altitude Software 880 employees; solution was installed at the Malakoff Customer 125 agent positions; Relationship Center. 39 000 companies and 800 000 executives as customers; The deployments were fast, with no disruption and with a great relationship with the customer, in keeping with the best service traditions of Altitude Software. Benefits Optimal multichannel customer relationships improvement in customer satisfaction, using customer history; easy integration with Cisco Telephony and Salesforce CRM, and unified management with monitoring and performance reports. Moreover, Altitude uCI solution enabled the unified management of interactions, directing Service quality optimization with Existing Investments were preserved, the contacts to the best available consultant, with rapid deployment and significant independent of location (there are three contact operating and maintenance cost savings when compared with previous solutions; centers), and even on mobility. This “virtual contact center” functionality enables a more effective allocation of work and allows for a Easy to Use, with training completed in ½ day better use of human resources. Additionally, the establishment of a callback feature provides customers with the possibility of leaving their phone number and ask to be contacted again. This has significantly contributed to improve APEC quality of service. Since July 2012, thousands of customers have been contacted again within 24 hours thanks to this functionality. Telemarketing campaigns at APEC are now fully automated, and email campaigns are fully integrated. Consultants have complete visibility of the contacts that should be followed up by telephone. © Altitude Software Case Study – all rights reserved 3 A People-centered organization The Altitude uCI™ solution also improves the comfort and performance of APEC consultants. They benefit from an intuitive and ergonomic interface that instantly displays the customer Altitude uCI Solution Implemented Functionalities: history in real time, at the time of the Unified interaction management (inbound and outbound) interaction. This allows APEC’s consultants to Intelligent routing have a better understanding of customer’s issues Real-time monitoring and full statistics and to provide an appropriate solution. Finally, the open and flexible architecture of the Altitude uCI™ solution has not only allowed for an easy integration with Apec’s IT environment, Implemented Solution but also quick learning and better use by teams. • Altitude Voice Portal Thanks to monitoring and reporting tools offered • Altitude uAgent by Altitude uCI, managers have a daily view of • Altitude Developer global contact and interaction’s activity in the • Altitude uSupervisor Customer Service Centers. • Altitude Publisher Roll-Out to 47 Agencies all over France • Altitude Reporting Framework Boosted by the positive results of installing the Altitude uCI at its five service centers, APEC will install the solution in the 47 agencies of its regional network during 2013. This was preceded by a pilot focused on the user experience of regional office based consultants. “The solution should be able to reflect our people-centered business strategy, serve our mission and reflect our culture. For us, customer relationships are a strategic asset that should be enhanced by technology. That was why we involved our consultants at every stage of development and implementation. And this concern was very well understood by Altitude Software that was a true business partner throughout the process”, concludes Frank Le Goff. Contacts : Easyphone Altitude Software APEC 156 Boulevard Haussmann Frank le Goff 75008 Paris, France Head of Direct Marketing Tel.: + 33 1 55 27 60 66 and Telemarketing www.altitude.com/fr Tél.: +33 (0)1 40 52 20 67 [email protected] www.apec.fr © Altitude Software Case Study – all rights reserved 4