Call centers in France, back in the days and now
A flourishing industry estimated at 2.22 billion euros in France today, call centers in France have changed for the better since their first appearances in the 60s.
The experience delivered by call centers has tremendously improved over the past 30 years. Phone calls, waiting time, delivery time, etc., all essential activities to call centers in France are nowadays awarded with top quality thanks to multichannel functions.
At the beginning :
Created in England, the private telephone exchange, or PABX (Private Automated Branch eXchange), known as the ancestor of the call center was intended for media companies and travel agencies. From the 80’s, appears for the first time the term call centers in France. For the customer, the course was not as fluid as today. After noticing a product in a magazine and having ordered via a toll catalog, the client had to wait six to eight weeks to be delivered the product. If there was any problem with the product, the customer had to call the contact center sometimes the customer had to wait, even long after for an agent.
Digital channels boomed in the 90’s but even if these digital channels and customer experiences were more advanced with the help of email, inventory management or lack of communication between services remained a big issue.
But since then, multi-channel communication made its entrance in the super-fast and reliable communication. This development allows companies to manage their customers’ journey in full. A customer surfing on a smartphone can through a few clicks order a product. In case of problems, he or she has the opportunity to contact customer service via mobile. The agent greets him with his name and quickly accesses his account. During the call, he sets up a procedure, directly sends an SMS and an e-mail to the customer with details of the procedures for product return. This new configuration of the customer relationship requires more and more skills and responsiveness from contact centers.
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