Voxens, a subsidiary of the Stelliant group, specializes in omnichannel customer relationship outsourcing. With a presence in France and Madagascar, it supports companies and organizations in call management, back-office operations, and claims processing, handling more than 9 million interactions each year. Part of the Stelliant Customer Relations & TPA division since 2021, Voxens brings human and technological expertise to all of the group’s clients.
Spread across six locations: three in Rouen, one in Chauny (Aisne), one in Paris (operating under the name Exodial), and one in Antananarivo (Madagascar), Voxens has more than 450 employees serving its clients and offers a portfolio of solutions and services that address customer relationship challenges.
In November 2024, Voxens decided to partner with Activeo to methodically and efficiently carry out its certification project. The goal: to structure service quality in a sustainable manner, maintain it over time, and commit the organization to a process of continuous improvement. La norme ISO 18295 associe en effet exigences de management, performance opérationnelle et responsabilité sociale, constituant un véritable cadre de référence pour les centres de contacts.
Structured support that adds value
To carry out this project, several key steps were taken:
To this end, Activeo draws on its expertise in regulatory matters and its understanding of customer relationship issues, ensuring a structured, pragmatic approach focused on the customer experience.
ISO 18295 certification ensures consistent processing, controlled performance management, and systematic consideration of customer feedback in a cycle of continuous improvement.
Increasingly integrated as a determining factor in calls for tenders—particularly in the insurance, claims management, and omnichannel customer relations sectors—it is now considered a strategic prerequisite.
Thanks to this approach, Voxens is strengthening its position as a trusted service provider, fully aligned with market expectations and growing regulatory requirements.
ISO 18295-1:2017 provides a common set of requirements for outsourced contact centers. It defines a rigorous framework for quality management and operational performance, ensuring a consistent and controlled customer experience.
For Voxens, this recognition by AFNOR Certification is part of an ongoing process of improving quality and structuring processes to serve its client companies.
"Activeo's support in this process gave us access to best practices and provided us with crucial assistance right up to the mock audit, the final stage before the certification audit. In a context where customer experience quality, omnichannel performance, and compliance with international standards have become strategic, this certification is a major recognition for the Stelliant Group's contact center business," says Audrey Desgardin, Director of Customer Relations & TPA at Stelliant. “It reinforces the value we bring to our customers and shapes our daily commitment to reliable, smooth, and responsible customer relations.”
"We are very proud to count Voxens among our ISO 18295-1 certified companies and commend Activeo for its role. This international standard provides a framework for best practices in customer contact centers in terms of service quality, data processing, team skills, and meeting end-customer expectations," explains Laure Despet, Certification Engineer at AFNOR.
This certification recognizes Voxens’ commitment to customer relations that meet the highest quality standards.
