Based in Pantin and established in Madagascar since 1996, Vivetic helps clients outsource their customer relations and back-office management offshore.
In 20 years of business, Vivetic has succeeded in building a portfolio of services combining traditional Customer Relations activities with data processing operations. This convergence is the key to Vivetic's success, as evidenced by its strong sales growth in 2016 and significant development prospects for 2017. Interview with Anne Laratte, CEO and co-founder, and Olivier Pellevoizin, Development Director.
Against this backdrop of contrasts, how do you explain Vivetic's insolent sales growth in 2016, which totaled +32%?
Anne Laratte : 2016 marked the culmination of a twenty-year process of building up a broad portfolio of services encompassing both traditional Customer Relations and Data businesses. We have succeeded in converging traditional customer relationship BPO operations with new digital activities. Our clients in the e-commerce, direct marketing and media sectors benefit from this. We offer them a comprehensive and competitive service, co-located in Madagascar, where we capitalize on nearly 20 years of local experience.
Olivier Pellevoizin As Anne Laratte has just pointed out, we have a wide range of services, with the industrial know-how, expertise and staffing levels needed to meet the increased demands of our customers. For example, in web moderation or data processing, we have teams of over 300 people, trained to the quality standards demanded by our customers. Our offer is designed to support European principals, from large SMEs to major accounts, who want to deliver impeccable quality of service to their direct customers at controlled cost. In this context, Madagascar offers every guarantee of quality in terms of infrastructure and human resources. Vivetic's pioneering 20-year presence in Madagascar is a major asset for our clients. Overall, we are currently the fastest-growing offshoring market in Africa and the Indian Ocean.
You emphasize your 20-year presence in Madagascar. How have you risen to the challenge of local human resources?
Anne Laratte One of the keys to our success is our local human resources. We are the fifth most popular employer brand among young graduates in Madagascar. Vivetic's economic and social success is based on sustainable and responsible development, in the service of our customers and employees. Nearly 50% of our managers are promoted from within. Our employees practice natural and effective empathy, without accents. They follow carefully thought-out and organized training and skills development processes.
Olivier Pellevoizin The human element is at the heart of any success story. Vivetic's HR policy is stamped with the seal of social responsibility. In fact, we are ISO 9001 certified. But that's not the only quality label we hold. We also hold the NF 345 standard, which rewards Vivetic's professional practices in ensuring quality customer care and guaranteeing an effective response from the very first contact with our customer service department. This standard confirms Vivetic's success in implementing optimized management of its quality system. Finally, for 2017, we are working on the implementation of the PCI-DSS standard, which is a recognition of the level of controls within Vivetic relating to information systems that capture, transport, store and process bank card data. The control points, which already exist, relate not only to IT techniques, but also to procedures and organizational controls on these systems.
What's your outlook for 2017?
Anne Laratte We're optimistic about 2017, which is already underway for us thanks to our order book. It will also be a year of strong growth.
Olivier Pellevoizin We are expecting sales to grow by +20%. This outlook is achievable in view of our current customers' business flows and our order book.
