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).

About Rossel La Voix

The Rossel Group is a group present in France and Belgium, specialist of information, leader on its coverage areas. Its activity is centred around Multichannel Newsbrands broadcasting on the print channels, digital, radio and television.

Its 76 brands, including 14 daily newspaper titles, reach 34 million touchpoints a week.

Yource Cases Rossel La Voix
Yource Cases Rossel La Voix
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