Paris, November 2012 - VIVETIC announces its commitment to obtaining the NF345 - Customer Relationship Center standard. An innovative player in the cross-channel Customer Relations market founded in 1996 in Paris and established in Madagascar with 200 positions dedicated to the contact center, VIVETIC is evolving its policy of continuous improvement. This is a guarantee of unified quality requirements over the long term, serving the performance of outsourced projects and customer excellence.
Already ISO 9001 certified under the heading "Multi-channel processing of customer relations information flows", VIVETIC is now consolidating its demand for conformity of results on business indicators. The standard certifies the quality of customer service: tracking and taking orders, after-sales service, handling customer complaints, recalling abandoned baskets, respecting contractual commitments, staff qualification and training, taking customer satisfaction into account.
VIVETIC pilots these performance indices in its contact center on a daily basis. "Certifications are an initial snapshot of the company, enabling us to sort out the operators. Clients are looking for performance indicators, and efficient, human cross-channel customer relations for all their operations. NF345 guarantees this quality," explains Anne Laratte, Managing Director of VIVETIC. As customer relations are both precious and strategic, VIVETIC supports its customers in a spirit of partnership through customer excellence, attentiveness and flexibility, to achieve lasting results that can be improved.
VIVETIC relies on the support of key managers under the guidance of a common General Management team. Our presence in France ensures close proximity to our customers, while production and sales teams work together on a daily basis, from pre-sales to production. The sites in Madagascar and France complement each other and work in close operational collaboration.
French-speaking and francophile, the Group's employees have perfect elocution, grammar and syntax, a culture of listening and empathy, backed up by business expertise, a real asset for customer relationship management operations.
Through a Quality Management System policy and a Social Responsibility approach, VIVETIC has optimized the performance of its structure to guarantee service quality: rapid implementation of services, 24/7/365 production flexibility, increased employee involvement through skills and career management, R&D departments, redundant and secure technical environment. These arguments have won over numerous customers such as Showroomprive, SDVP Le Parisien and Vestiaire Collective, who were looking for a competitive offshore partner with a long-term Duoshore co-production approach.
About Vivetic:
Vivetic, one of the world leaders in French-speaking Offshore Outsourcing, offers a global approach to the processing of information flows and the operational management of customer relations. With 16 years of expertise and 1,000 employees, Vivetic is deployed around 4 service centers, for data and voice processing under one roof: Process Outsourcing (BPO), Customer Relationship Management, Content Management and Moderation, and Document Dematerialization.
VIVETIC in 2011 means :
1.5 M calls handled
1.1 M emails processed
2.2 M letters processed
0.9 M SMS processed
