Neuf Telecom Call Center Réduction des coûts avec Client Logic

1. CRM
magazine
recognized
neuf
telecom
and
ClientLogic
for
reducing
customer
service
costs
by
40
percent,
decreasing
costs
by
20
percent
and
increasing
customer
base
by
15
percent
May
02,
2005
08:30
AM
Eastern
Daylight
Time
NASHVILLE,
Tenn.
&
PARIS-­‐-­‐(BUSINESS
WIRE)-­‐-­‐May
2,
2005-­‐-­‐ClientLogic,
a
leading
international
business
process
outsourcing
provider,
and
neuf
telecom,
today
announced
that
neuf
telecom
has
won
a
"2005
CRM
Service
Award"
from
CRM
magazine.
neuf
telecom
was
recognized
for
its
successful
partnership
with
ClientLogic
to
provide
consistent
and
high-­‐quality
support
to
neuf
telecom's
customers
in
France.
neuf
telecom
and
ClientLogic
are
profiled
in
the
April
issue
of
CRM
magazine.
CRM
magazine
recognized
neuf
telecom
and
ClientLogic
for
reducing
customer
service
costs
by
40
percent,
decreasing
costs
by
20
percent
and
increasing
customer
base
by
15
percent.
neuf
telecom
was
nominated
in
the
"Outsourcing
Services"
category.
According
to
David
Myron,
editor-­‐in-­‐chief
of
CRM
magazine:
"With
an
eye
on
cutting
costs,
increasing
revenue
and
enhancing
customer
satisfaction,
business
executives
need
to
choose
the
best
customer
service
strategies
for
their
organization.
For
this
reason,
it
is
important
to
recognize
those
companies
that
are
setting
the
standard
for
others
to
follow.
On
behalf
of
CRM
magazine,
I
congratulate
neuf
telecom
on
earning
CRM
magazine's
Service
Elite
Award
in
the
Outsourcing
Services
category
for
2005."
"We
are
honored
to
be
recognized
by
CRM
magazine
for
our
contact
center
support
operations,"
said
Marc
Nardo,
director
of
contact
relationship
management
at
neuf
telecom.
"In
our
industry,
customer
loyalty
is
crucial
and
the
highest
quality
of
customer
service
is
one
of
the
keys
to
success.
ClientLogic
helps
neuf
telecom
ensure
that
our
customers
receive
support
as
quickly
as
possible.
This
recognition
by
CRM
magazine
is
further
proof
that
our
customers
needs
are
being
met."
ClientLogic
helped
neuf
telecom
smooth
the
transition
while
converting
many
of
its
existing
customers
from
dial-­‐up
connections
to
Voice
over
IP
(VoIP)
telephone
and
eventually
television
connections.
ClientLogic
handles
contact
center
support
at
centers
in
both
France
and
Morocco,
eventually
growing
the
call
center
staff
from
70
to
more
than
400.
To
ensure
that
agents
would
be
best-­‐equipped
to
communicate
with
customers
in
France,
ClientLogic
provided
Moroccan
agents
with
more
than
40
hours
of
additional
training
in
French
culture.
Based
on
the
extra
training
and
experience
the
agents
received,
ClientLogic
helped
neuf
telecom
to
increase
the
average
revenue
per
customer.
Ninety
percent
of
customers
are
able
to
reach
a
live
person
no
matter
what
time
of
day
they
call.
Within
only
two
months
of
operation,
the
Morocco
center
had
achieved
the
same
average
call
times
as
the
contact
center
in
France.
"neuf
telecom
is
quickly
becoming
one
of
France's
largest
providers
of
broadband
Internet,
with
more
than
20,000
kilometers
of
fiber
optic
cable
running
through
the
country,"
said
Enno
Osinga,
CEO,
Continental
Europe.
"neuf
telecom
is
constantly
working
to
improve
its
network,
services
and
support.
Working
with
ClientLogic
is
a
sign
of
the
company's
commitment
to
enabling
all
of
its
customers
to
get
the
most
out
of
its
broadband
and
Voice
over
IP
investments."
"ClientLogic's
global
expertise
in
implementing
and
managing
call
center
support
services
helped
neuf
telecom
realize
its
vision
of
offering
quality
and
consistent
service
to
its
rapidly-­‐
growing
customer
base,"
said
Dave
Garner,
CEO
of
ClientLogic.
"We
strive
to
meet
every
one
of
our
clients
needs
by
helping
them
choose
the
right-­‐shore,
the
right
mix
of
services
and
the
right
reasons
to
outsource
their
important
customer
care
operations.
Our
commitment
and
dedication

2. to
helping
our
clients
meet
their
goals
is
validated
with
recognition
like
this
from
CRM
magazine."
For
more
information
on
CRM
magazine's
"2005
Service
Awards"
and
for
a
complete
list
of
winners,
visit
http://www.destinationcrm.com/articles/default.asp?ArticleID=4947.
http://www.businesswire.com/news/home/20050502005176/en/neuf-­‐telecom-­‐ClientLogic-­‐
Honored-­‐CRM-­‐Magazine-­‐Excellence#.VOIM4ymI9C0
About
ClientLogic
ClientLogic
is
a
leading
international
business
process
outsourcing
(BPO)
provider
in
the
customer
care,
fulfillment
and
back
office
processing
industries.
A
subsidiary
of
Canadian
diversified
company
Onex
Corporation,
ClientLogic's
global
footprint
spans
47
BPO
centers
in
13
countries
throughout
North
America,
Europe,
Africa
and
Asia.
ClientLogic's
consistent
service
quality
across
channels,
media
and
countries
helps
clients
reduce
service
costs,
improve
customer
retention
and
increase
revenue
per
customer.
ClientLogic's
industry-­‐leading
clients
include
Sony
Corporation,
DIRECTV,
ABN
AMRO,
Gateway,
TiVo,
British
Telecom
(BT),
National
Geographic
Television,
LTU,
neuf
telecom
and
United
Online
(Juno/NetZero).
ClientLogic
is
among
the
top
five
global
customer
care
providers,
managing
more
than
296
million
customer
interactions.
For
more
information,
please
visit
http://www.clientlogic.com.
About
neuf
telecom
Created
in
1998
following
the
deregulation
of
the
French
telecom
market,
and
thanks
to
continuous
strong
internal
growth
and
several
large
acquisitions,
neuf
telecom
has
become
one
of
the
leading
private
fixed
line
telecommunications
providers
in
France,
with
2004
sales
of
close
to
EUR1.2
billion
and
1,800
employees.
Thanks
to
its
nationwide
22,000
kilometer
new
generation
network
and
massive
investments
in
local
loop
unbundling
(EUR350
million
since
2003),
neuf
telecom
provides
innovative
telephone,
data
and
broadband
services
to
all
segments
of
the
French
telecommunications
market.
It
is
the
leading
European
unbundling
provider,
with
830,000
lines
as
of
March
2005.
On
the
residential
market,
the
group
provides
a
wide
range
of
services
with
a
groundbreaking
"a
la
carte
approach",
including
up
to
8Mbps
Internet
access,
VoIP,
TV
over
DSL
and
total
unbundling
(customers
no
longer
need
to
pay
the
traditional
line
subscription
fee
to
the
incumbent
operator).
On
the
enterprise
market,
the
group
has
launched
a
new
all
included
Internet
access
and
telephone
service
in
addition
to
its
full
range
of
telephone,
internet
and
data
services.
An
MVNO
agreement
signed
with
SFR
will
allow
it
to
provide
mobile
telecommunication
services
to
enterprise
customers
by
mid-­‐2005.
On
the
wholesale
market,
neuf
telecom
is
the
leading
provider
with
2004
sales
of
EUR464
million.
On
the
enterprise
market,
it
is
the
number
alternative
carrier
with
30,000
customers
and
sales
of
EUR461
million.
On
the
residential
and
SoHo
market,
it
is
the
second
largest
alternative
broadband
ISP,
with
1.9
million
customers,
including
540,000
ADSL
subscribers
as
of
March
2005,
and
revenues
of
EUR246
million.
neuf
telecom
subsidiaries
include
Wengo,
an
Internet
telephone
service
provider,
LDCollectivites,
which
builds
broadband
networks
for
Public
Service
Delegations
and
Jet
Multimedia,
the
leading
European
provider
of
interactive
telephone,
mobile
and
Internet
services.
Contacts
ClientLogic

3. Amit
Shankardass,
615-­‐301-­‐7274
amitsha@clientlogic.com
or
ClientLogic
Kelly
Albada
Jelgersma,
+31
70
305
1755
kelly.albada.jelgersma@clientlogic.nl
or
Schwartz
Communications
Dawn
Sullivan/Lisa
Astor,
781-­‐684-­‐0770
clientlogic@schwartz-­‐pr.com
or
AxiCom
Stephen
Orr,
+44
20
8392
4056
stephen.orr@axicom.com