The benefits of Vocalcom’s workshops

Second part of Vocalcom’s workshop on Customer relationship has been attended by around

100 people.

Five year from now, customer services should have created 15 000 jobs in Tunisia.

Vocalcom’s 360° proficiency on customer relationship sector arouses interest of many actors

on the market—particularly in Tunisia where multiples related problems are still waiting to be

solved. Editor’s local branch decided to share some of this know-how, as well as the one of its

clients, during an unusual event thought as a workshop on Customer Relationship Management.

After a first session focused on finance, bank and insurance sectors, on March, 22nd

; a second

workshop has been held on April, the 10th

, this time centered mainly on service, industry and car

centered businesses . A “back to basics” work must be done in Tunisia: Jihene Bouzaiene, Head

of Topnet (internet provider) Customer Service, declared that “many Tunisians companies

integrate their customer services units, but manage it poorly. Creating it is not enough, you have

to animate and run it properly to keep customers loyal.”

On Ali Kassab’s (Vocalcom’s CEO for MENAT region) opinion, this requirement must be satisfied

by adopting adapted technologies, hence, this event “ massives investments in advertising and

direct marketing are not enough to approach customers if you’re not putting emphasis on how

important having contact with them is. The company must master its Customer Relationship and

that’s why Vocalcom created during the last decade a global offer having in mind all the ways of

contacting clients: voice, sms, web, chat and social networks”.

Safouene Fatnasi, ETAI’s General Manager –specialized in data input and process for motor

companies professionals — highlighted the importance of attracting to customer relations

related jobs good human resources: “ for example, in France 350 000 persons are employed for

Customer Relations, the country counts 60 million inhabitants. If we are referring to local

examples such as Algeria, 15 000 should be created in the next five years in Tunisia, where

services sector is a major one. “

Build around dialogue with multiples Vocalcom’s clients, this workshop allowed its hundredth

attendants to study closely WIV’s (food industry) customer case, presented by company’s CEO,

ETAI’s case, a study offered by Foued Cheraga, a business plan adapted to Customer Services

centers and a demonstration of solutions created by Vocalcom.

According to Ali Kassab this kind of events will happen again as soon as September 2012.