Sodexo

Situation
We’ve built a strong partnership with Sodexo over the past 7 years. Our mission is to handle incoming calls and increase satisfaction on the customer service desk. We help Sodexo make their services more efficient by handling the first line cases and forwarding second line complex cases to the relevant back office desk. The use of the service checks and the SodexoCard® has grown over the years and since 2016 the service checks have been regionalized across the different regions.

Delivered services

• Outsourcing;
• Front office call handling;
• Back office written care handling.

Approach
Through continuous process improvements, based approach channel volumes were reduced and care results have been improved over the years. Our representatives and coaches have an intensive training schedule with Sodexo. These coaches have all gained their content experience as an agent on the floor, making them experts in the field. Thanks to the partnership between Sodexo and the group, we’ve grown over the years from 3 workplaces to 40 workplaces.

Results

• 40 workplaces;
• 55 employees trained;
• 4 coaches;
• 4 different customer services.