Ready to attract even more subscribers, CANAL+ distributes and markets its offers through its Distribution entity, whose customer relations centers are tasked with meeting the needs of subscribers, prospects and the distribution network.
The two CRCs, based in Rennes and Saint-Denis, are staffed mainly by customer advisors, who deal with sales and customer loyalty issues, and technical advisors, who solve level 2 technical problems.
The 600 customer advisors cover the 8am to 10pm time slot, Monday to Saturday.
CANAL+ was quick to opt for a flow management and supervision tool, acquiring the Logepal Media Center solution from Activeo. The solution provides a real-time operational vision, boosting productivity and performance while optimizing customer relations. These are all advantages that Canal + has echoed: More than a hundred licenses and several dozen panels have been implemented by Activeo at CANAL+ and its external service providers, with a high degree of customization to its business and environment.
"We mainly display statistics such as calls presented, abandoned, answered, dissuaded, as well as the percentage of service quality. Operational messages are also broadcast from time to time."
"Thanks to Logepal Media Center, we benefit from a global vision, broken down by site. By centralizing information, management is simplified and we can react quickly. It's a vital, essential, even critical application!"
"Tomorrow, we'll be focusing on security and the generation of metrics for the operations teams; in this way, we'll be refining views and carrying out flow behavior checks on several sites. Then, following the CANALSAT/TPS merger, a new challenge awaits us in 2008, that of managing a greater volume of calls with the same efficiency, namely 14 million incoming calls!"
