|
|
|
|
|
Intelcia streamlines its inbound and outbound call centre operations with Teleopti WFM
Published Nov 4, 2014
|
“The Intelcia group has expanded and become international through the acquisition of several companies in Morocco and France. The company worked with different tools and processes and we needed a new common solution for operations planning”, says Youssef El Aoufir, Managing Director. “The new solution needed to be deployed and used efficiently in all our locations, both outbound and inbound, which put high demands on flexibility.”
Intelcia is one of the top ten outsourcers in France with more than 3500 employees on four sites in Morocco and four sites in France. The company has grown very rapidly over the last few years and plans to pursue its growth over the coming years, targeting a size of 7500 employees by 2015.
“Among other reasons, we chose Teleopti because the planning solution they offer is flexible and has a user-friendly approach. Also, with the different acquisitions the group has made, we needed a WFM solution that can integrate with many different systems, and a partner that can quickly adapt to our needs”, adds Youssef El Aoufir.
“We welcome Intelcia to our rapidly growing customer base across North Africa. Intelcia has a clear focus on delivering unbeatable customer service in the region. It makes me proud that Teleopti has been chosen to support the delivery of an excellent customer experience that consistently exceeds customers’ expectations", says Olle Düring, Teleopti CEO. “One of Teleopti WFM strenghts is its flexibility to handle diverse and complex customer service environments. I feel confident that the benefits will help Intelcia raise the bar on customer satisfaction, as well as increase efficiency and profitability”.
Posted by
VMD - [Virtual Marketing Department]
|
|
|
