Director of Operations at Rue du Commerce, Agnès Rosoor particularly appreciated her partner Vivetic's responsiveness and initiative in setting up winning processes.
Why did you decide to outsource certain tasks to Vivetic?
We opted to outsource services to Vivetic from 2012. Initially, this concerns e-mail moderation and monitoring of the relationship between customers and merchants. This involves assessing the quality of merchant responses to customers, both in terms of form and content, with the possibility of escalating responses that don't meet our quality standards. Later, to improve customer satisfaction, we decided to extend opening hours. So, starting in summer 2013, we began outsourcing telephone management to Vivetic, covering 30% of complaint-related call volumes .
Why did you choose to work with an external service provider, in this case from Madagascar?
We chose Madagascar because we wanted a region known for its empathy. Our collaboration with Vivetic got off to an extremely positive start, particularly in terms of e-mail management. Positive recommendations from other sites that had worked with Vivetic also influenced our choice. We entrusted them with 10%, then 30 %, and finally up to 70 % of volumes. As we achieve 30 % of our sales in six weeks, our partner's ability to support us during this end-of-year peak is crucial! Vivetic has always demonstrated a real ability to recruit, train and supervise teams, even during this period of high demand, which sometimes requires doubling or even tripling teams.
