Our expertise, your style

Our expertise, your style

CALL CENTER

CUSTOMER E-RELATIONS

MOBILE MARKETING

The besT way between your customers and you

Edit

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ial For you, we create more than a connection

We create value.Because your sales performance relies on perfect management of customer relations, we bring your brand to life and effectively convey your commitments to your customers.

We create satisfaction.By making your brand available, when and how your customers want it: via phone, e-mail, chat, SMS, MMS, etc.

We create performance.With its philosophy of excellence, Call Expert has created a methodology and defined practices that guarantee you the best possible service. With our selection of employees, training, management, sites and equipment, you are quite simply offering your customers the best in call center services.

By connecting your brand with its customers, by optimising a strategic service for your company and by innovating to meet consumer expectations, Call Expert provides you with the ultimate high added-value service.

Bertrand delamarrePresident

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esTablishing & perpeTuaTing customer contactYour brand - your customers: a commercial relationship. Managing it requires real expertise: both upstream in terms of prospecting, telesales and advice, and downstream through the provision of customer services, a hotline, etc.

an expert in telemarketing and multichannel customer relations, Call expert connects your company and its clients through outsourced management solutions: a complete services offer representing both the foundation and the cement of the relationship between the customer and the brand.

The sTrengTh of mulTisecTor experTise call expert has multidisciplinary teams, specially trained in each of the sectors they operate in:

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e-CoMMerCe: unparalleled excellence in interac-tive solutions to meet the requirements of cyber consumers.

TourisM: Flexible and fast-response offer providing technical and emotional support for customers and excellence in the 4 gDs* on the market.

banking and insuranCe: excellent knowledge of these business sectors, unparalleled management of highly secure environments and oriAs (Insurance Intermediary register) accreditation (broker number 09 052 106).

TelephonY: support for each aspect of the cus-tomer relationship: from sales prospecting to loyalty building and technical assistance.

iT: a structured commercial approach to win prospects.

press and publishing: a proactive and dynamic commercial approach.

Food & beverage: excellent knowledge of general public and professional markets.

properTY: Far-reaching operational support to assist the general public and professionals.

sMes: Production of solutions to support company development.

*Gds: Global distribution system

For more information, see our sector datasheets

cAll experT TrAnsforms your chAllenges aware of the strategic challenges inherent to the customer relationship, call expert has designed a multichannel services offer and is able to meet each need of each company, in accordance with their specific strategy:

Call center By contacting your customers: qualification of prospect files, appointment setting, detection of leads, telesales, generation of traffic in points of sale, quantitative studies and satisfaction surveys. By responding to your customers: management of the sales department, central buying office, customer services, the hotline and consumer services. the call expert offer also includes crisis management and teleconsultation.

Customer e-relationscall expert can adapt to the preferred media of the customer: e-mail, etc. call expert also specialises in community management: moderation of content (comments, photos, videos, usernames, avatars, etc.), social forums, chat rooms, etc.

Mobile marketing call expert can also conduct campaigns in mobile marketing (commercial sms), operational mobile marketing (information, alert, etc. sms) and mobile multimedia (sms or mms with advertising video to announce a product launch).

a unique multichannel offer to attract and keep a volatile customer base, anytime anywhere!

CALL CENTER

CUSTOMER E-RELATIONS

MOBILE MARKETING

CALL CENTER

CUSTOMER E-RELATIONS

MOBILE MARKETING

CALL CENTER

CUSTOMER E-RELATIONS

MOBILE MARKETING

oP

tiM

iSE

DEVELOPMENT OF TECHNICAL FUNDAMENTALS

Production deploymentStatistical toolsQuality process

Steering committeesAssessments / prospects

Improvement plans

RECRUITMENT OF TEAMS INITIAL TRAINING

Skills development Reports and operational analyses

In-house training

INFORMATION

ADVICE

ORGANISATION

OPERATIONALADVICE

Immersion phase based on specifications: technical and organisational recommendations

knowing You well suPPortInG you better

a MeThodologY produCing resulTsa specialist in high added-value operations, call expert guarantees the excellence of its actions through a specific methodology:

result: performance naturally follows!

1 call expert provides you with a team of specialists and ensures its total immersion in your corporate culture. these experts become the ambassadors of your brand.

2 call expert ensures that customer knowledge is constantly improved, for optimum and unfailing performance.

3 thanks to this process, our teams are able to immediately adapt to changes and react in real time.

a Flexible serviCe oFFer, adapTed To Your goalsyou have many, absolutely essential requirements: the need for advice, technical development, adaptation of working hours, etc. call expert can meet all your needs with concrete solutions:

> support and advice> Working hour deployment strategies adapted to your

target audience: calculation of working hours on a yearly basis and daily adjustment.

> Training and skills development of call center experts.

a made-to-measure approach to offer you not only solutions but results.

experTs Trained in exCellenCe In order to meet your requirements, call expert recruits employees with profiles appropriate to your sector: they are selected for their people skills, their culture, their sense of service and their proactive approach. on completion of induction training, call expert continues the professional development of its employees through specific in-house training courses, delivered by the call expert Academy.

serving your customers means both knowing them well, understanding them and accurately conveying your product offer while also meeting your expectations. a highly sensitive task in which Call expert excels.

why? Through use of a specific methodology that facilitates rapid immersion of our experts in the customer culture before any action is taken.

this unique center is responsible for training call expert employees, both when they first join the company and in an ongoing capacity.In addition, the academy manages personal training to allow each expert to acquire the necessary expertise for their role.The 2010 Demos Dif (individual right to Training) and professionalisation prize was awarded to call expert for its ambitious training policy.

Call experT aCadeMY

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CALL ACADEMY

huMan resourCes CapiTal & operaTional exCellenCecall expert benefits from powerful systems architecture resulting in excellent response times.

since its foundation, call expert has chosen to adopt a human scale, placing human resources at the core of its growth strategy. call expert has been a signatory of the corporate diversity charter since march 2009, committing to promote and respect diversity among its workforce.

20011st call center in Abbeville, in Picardy (32 positions).

2007Acquisition of the lastminute.com contact center in saint-christol-Lez-alès, in Languedoc-roussillon (160 positions).

2008call center set up on réunion, in saint-Paul (45 positions).registration on the insurance intermediary register (orIas broker number 09 052 106). opening of the call expert Academy.

2009Joint-venture in algeria (360 positions).

2010second call center in Abbeville, in Picardy(84 positions).

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Head office1st site, 200 positions

PARIS and region Delegation of 65 peopleBusiness address

2nd site, 84 positions

REUNION

CALL EXPERT SITES

CALL EXPERT has positions in Algeria and collaborates with other partners internationally (Mauritius, etc.)

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CusToMer relaTions From aLL asPects

a new generaTion oF experTs Founded in 2001, call expert operates from 4 sites in france and its overseas territories and from partner sites outside the country: more than 850 positions in total.

despite having become an expert in telemarketing and multichannel customer relations, call expert is also human in scale, and seeks to ensure that its customers are fully satisfied. It provides direct responses to the new challenges facing companies: the explosion of the Internet, the paperless office and widespread digitisation, the rapid increase in information flows and so on.

call expert provides sales prospecting and customer relations support for many companies, convinced by the quality of its innovative services offer.

The customer relationship is above all a human relationship: it is an exchange between two people, born from the expression of a need and resulting in a response.

since its inception, Call expert has favoured an innovative approach based on providing made-to-measure customer relations solutions. By establishing a close partnership with you, call expert becomes genuinely involved in the development of your company.

Our expertise, your style

Our expertise, your style

business address 25, place de la Madeleine Immeuble Le Palacio – 75008 Paris – FRANCE

administrative headquarters4, rue de l’Isle – 80100 Abbeville – FRANCEt + 33 (0)3 22 19 10 53F + 33 (0)3 22 20 37 32e-mail: contact@callexpert.fr www.callexpert.fr