Who are these telephone advisers who answer your calls in the Loiret? Answer in a few digits

The customer relationship is created further and further away, and this all the more since the confinements, when teleworking forced itself. According to the federation of outsourced centers, the national market grew by 3.1% in 2021. Top among these service providers are telephony, energy and e-commerce.

40According to a study conducted by the regional economic agency Dev’up and published in 2018, according to professional terminology, the Loiret has 40 call centers or external customer relations. That is 2,500 employees. Nine of these centers are “outsourcers” or service providers for customers. Such as Teleperformance in Fleury-les-Aubrais or Intelcia in Boigny-sur-Bionne.

500 Five hundred vacancies would be filled permanent, in the region, according to Jean-Pierre Dumont, president, in the region, of the Telemarketing and Customer Relations Association.

120 Intelcia, in Boigny-sur-Bionne, has just won two major contracts, including one with Pôle emploi. So it’s a matter of respond to calls from job seekers and inform them. To now serve six clients, in health care, telephony, retirement and thus public service, the group launched an extensive recruitment campaign for 120 vacancies to be filled in Boigny-sur-Bionne. This will increase the workforce to 340 employees and the area of ​​1,200 square meters, with the rent of a third set.An activity that many beginners can gain experience in. Photo Pascal Proust.

85 85% of Intelcia employees are women, a high percentage (the national average among outsourcers is 71%).

Call centers recruit a lot of beginners, working students or people undergoing retraining. Remote customer relationship training is provided by several locations in the Loiret, but no diploma required† Training is provided internally, in the company and in the specific characteristics of the client as well as in conflict management.

The work can be done either full-time or part-time. And, more and more since the incarcerations, work remotely a few days a week and the rest of the time in wide open spaces, for one or two screens, headset on the head.

90According to Jean-Pierre Dumont, regional president of the Telemarketing and Customer Relations Association, 90% of calls are “inbound” in the region. So it’s a matter of respond to requests from customers, policyholders, subscribers, and go to the end of the request, by sending email, sms, parcel…

So-called “outbound” calls, especially when you’re trying to sell products or services to as many people as possible, are still most often made by offshore call centers abroad† Even if the trend, at least in the margins, is towards relocation.

31 of the department’s customer relationship centers are “integrated”. Especially within banks, insurers, mutual insurers, network and telephony providers. Here are some examples :

  • Groupama Paris Val de Loire has 120 telephone advisers at Olivet and set up a special regional department in January, “to monitor digital dynamics and new consumer behavior,” explains the communications manager. They respond to members and manage quotes and subscription requests.
  • the Credit Agricole Center Loire has about fifty telephone advisers in Saint-Jean-de-Braye.
  • Orange has 90 employees in a call center (there are five nearby) located on rue du Grenier-à-Sel in the center of Orleans. They are expected to join the new regional headquarters in Interives by 2025† They respond to subscribers calling 3900. About twenty of them specialize in technical solutions for equipment installations and about ten in handling specific requests such as refunds.
  • collection team, supplementary social protection mediator in La Chapelle-Saint-Mesmin, employs some fifty advisers by telephone internally, with permanent or temporary contracts, and is looking for a dozen or so recruits. Some answer questions from corporate customers and policyholders. The other looking for appointments in companies, for representatives of Collecteam.

High school students teleconsultants for a day at Collecteam

Carole Tribout

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