Welcome
The customer spots an advertisement on the internet extolling the merits of the brand new “Herbenet” lawn mower.
The contact centre, this essential bridge between your brand and your market
At ProContact, we have the best tools and a team of specially trained advisers to guarantee you quality support with real results !
Indeed, by bringing together all the services on the same platform, a call centre allows you to benefit from comprehensive and specialized expertise in all the trades essential to the development of your business and which are not part of your core business.
Call centre support increases your development and expansion possibilities to enfold.
A little history
Somewhere in England in the 60s …
It all started with the appearance of the private branch exchange, better known by the acronym PABX (Private Automated Branched Exchange). This service was then reserved for press groups and travel agencies, in particular to take care of subscriptions and reservations.
The call centre arrives. Composed of rows of agents equipped with telephone and script. VAD (formerly known as VPC) uses this system to :
- Record customer orders for items viewed on the paper catalog.
- Resolve problems with delivery, faulty orders, etc …
The telephone was then the only way for the customer to get in touch with the company to obtain the expected quality of service, which was not always the case … (waiting, long deliveries, difficulties in returning items)
In 80’s France …
Years 1990-2000 : a sometimes difficult transition phase
Between the 1990s and the 2000s, with the advent of the Internet, companies abandoned call centres and rushed to new digital communication channels that allowed faster and a greater number of interactions. However, as technology is evolving very quickly, many companies are struggling to adapt to these new modes of communication to provide the best service to their customers. This is an important transition phase that takes place during this period.
Memories, memories! Below is an example of a situation that could have happened back then.
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Multichannel services for an optimal customer experience
Since around 2014, the multiplication of channels (web, emails, SMS, social networks, etc.) and an increasingly sophisticated media tools (smartphones, tablets, desktop computers) have led to the emergence of new software offering an integral vision of the customer journey.
Here is an example of what an exchange could be like these days:
- You see a blue t-shirt that you really like on your smartphone. In one click, you order it.
- Out of luck, you receive a green t-shirt and not blue. Still on your smartphone, you contact the online store and the operator greets you by name. At a glance, he/she sees the history of your orders and immediately initiates a return procedure which will be confirmed to you immediately by sms.
- While you are still on the line with the operator, you will receive your confirmation SMS and an email containing a return label to return your package.
- The problem was resolved in just a few minutes, you are delighted with the service provided and will not hesitate to place new orders at this distributor.
Thus, companies become more proactive and make every effort to offer the best possible customer experience thanks to a personalized follow-up and quality assistance.
Call centre,
or contact centre?
A call centre is a platform that brings together a set of human, material and technical means to support the long-distance relationship between a company and its market. The call centre can support companies in a process of connecting with their prospects / customers in B to B or B to C.
The call centre agents who occupy this space take charge of all incoming and outgoing calls from their customers (very small businesses, SMEs, liberal professions, etc.). These calls may have a connection with a commercial or technical aspect of the product or service offered by the company. To do this, they use digital tools such as chatbots or CRM and HR software to guarantee an optimal customer experience.
A call centre also acts as a contact center since the platform not only manages incoming and outgoing calls, but also takes care of all exchanges passing through other communication channels : email, social networks, written messages, websites…
Even if the telecoms occupy the major part of the market, the teleoperators intervene in most of the sectors of everyday life. They manage subscriptions, resolve technical issues, track your orders, organize your trips and offer many other services.
All sectors are likely to use the call centre, a multi-service platform
Call centres manage multiple activities related to the relationship between the client (the company) and prospects / customers. Depending on the contracts and the needs of the companies, the services can range from a simple remote secretary service to comprehensive support for customer relations.
The services that you can find are:
- Telephone reception
- Secretarial
- Surveys, satisfaction studies
- Telemarketing (making appointments, prospecting, etc.)
- File qualification
- Management and enrichment of databases
- Customer loyalty
- Technical assistance (hotline, webhelp, technical support)
- After-sales service, customer service
Why choose the ProContact call centre?
For our location
and our means
Founded in 2001, our company is a contact centre specializing in telemarketing and remote relationship management.
Based in Mauritius, in the Indian Ocean, it operates on the European and world markets. Since 2015, ProContact has been installed in the Cyber City’s “The Core” building, which offers the best technological standards on the island. The group continues its ascent today with the establishment of a new site in Madagascar. ProContact is ranked in the top 500 of the Eco Austral (Indian Ocean economic magazine) of companies in the Indian Ocean.
For our expertise
Our services evolve with you. From full support of operations (ProContact Outsourcing Services) to support towards a “clean” installation (ProContact Business Solutions).
Whatever your project is, we have an adapted and sized response to offer you in our 3 areas of expertise: marketing, back office, front office.
We will provide you with reliable and lasting solutions in the following areas:
For the quality of our teams
Choosing ProContact means choosing :
- 15 years of experience on all types of operations
- 400 call centre operators spread over 3 multi-skill, complementary and highly secure sites
- A management team entirely focused on customer satisfaction
- Multilingual employees who are qualified, versatile and motivated by the missions entrusted to them
