Rossel La Voix

Situation
Since 2015, Yource operates the customer services and retention activities for almost all Belgian and French newspapers within the Rossel group, which is a major media group in Belgium and France.
Creating this multi-brand organization required the founders to set up an appropriate quality process and create satisfying, efficient, transparent, homogeneity and adaptable criteria. We had to take into account a mix of 12 different brands, 5 channels (inbound calls, outbound calls, letters, e-mails, chat), and stakeholders located in 6 different locations.

Delivered services

• Outsourcing

Approach
The first step was to share our point of view with Rossel-La Voix. We quickly got to the same conclusion that a quality monitoring software, satisfying all our criteria, would be compulsory. We organized the choice, involving Rossel-La Voix teams. Our preference went to the same solution, MyQM, developed by former contact centre professionals. During the implementation of this solution, Rossel-La Voix teams were part of the experience together with our managers and agents.

Results

• Increase in the time spent by the managers in skill development of their teams;
• Reduction of handling time;
• Increase in retention;
• Increase in each stakeholder satisfaction (managers, clients, agents).