Call Center

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Presentation

At Flux SARL, our call center is the beating heart of our commitment to exceptional customer service. Every day, our dedicated and professional team is ready to answer all your questions, assist you in your processes, and resolve your issues with efficiency and courtesy. We believe that each interaction is an opportunity to build lasting relationships and provide you with a positive experience. Whether you are seeking information or assistance, you can rely on us to be by your side at every step.

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Steps to set up a campaign

At Flux SARL, we believe that every campaign is a unique journey that starts with a clear and engaging vision. When launching your campaign, we guide you step by step to define your goals, identify your target audience, and craft compelling messages that resonate.

1

Defining Objectives and Preparing the Campaign

Set Clear Objectives, Define the Target Audience, Prepare the Message, Choose the Type of Campaign

2

Configuring the Technical Infrastructure

Use Software Solutions, Implement a CRM System, Configure the Tools, Set Up a Recording System

3

Train and Mobilize the Team

Train the Agents, Assign Roles, Simulate Calls

4

Launch, Monitor, and Optimize

Launch the Campaign, Track Performance in Real-Time, Optimize, Close and Analyze the Results

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Inbound Calls

Inbound calls are communications initiated by customers or prospects who seek to contact a business. They reflect the direct demand from consumers for information, services, or problem resolution.

These calls are distinguished by their role in customer service, technical support, or sales management. They represent an opportunity for the company to interact directly with its customers, understand their needs, and build a lasting relationship.

To effectively manage inbound calls, companies use dedicated tools such as CRM software, Automatic Call Distribution (ACD) systems, and ticketing solutions. They also rely on trained teams capable of providing fast, personalized, and professional assistance.

In summary, inbound calls are a key component in enhancing customer satisfaction, improving loyalty, capturing business opportunities, and contributing to the company's brand image.

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Outbound Calls

Outbound calls refer to communications initiated by a business or organization to contact prospects, customers, or partners. These calls are typically part of strategies for sales prospecting, customer retention, collections, or surveys.

Unlike inbound calls, where the customer takes the initiative, outbound calls aim to establish first contact or follow up on an existing interaction. They are often used for:

Prospection : Presenting products or services to potential new clients.
Fidelisation : Strengthening relationships with existing customers by offering promotions or gathering feedback.
Debt collection : Reminding about overdue payments.
Surveys or polls : Collecting data or measuring satisfaction.

To succeed in outbound calls, businesses must have tools such as call campaign management software, personalized scripts, and segmented databases. Agents should also be well-trained to adopt a proactive, professional, and persuasive approach while adhering to compliance and ethical standards (e.g., GDPR - General Data Protection Regulation).

In summary, outbound calls are a strategic lever for increasing revenue, maintaining close relationships with customers, and gathering valuable information for the business.

Back Office

The back office in call center It groups the functions that support the work of front office agents without direct interaction with customers. It is responsible for several essential tasks, such as managing customer data, analyzing performance, and handling administrative tasks.

Main functions of the back office:

Data processing : Management of customer information and databases.
Support to agents : Providing information and resolving complex issues.
Performance analysis Monitoring of call center performance indicators (KPIs).
Management of complex cases Handling of difficult or specialized requests.
System management Maintenance of CRM tools and workflow systems.

The back office ensures the efficiency of the call center by supporting agents and optimizing internal processes, thus guaranteeing high-quality customer service.