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Call centre in France: organising on-site and remote agents
Opening or growing a call centre in France: organising agents, handling several clients and what HARX's Contact Centre Multi-clients offer brings.
The challenge of a call centre based in France
Running a call centre in France means combining high quality standards with rigorous organisation. Managers must split agents between the floor and remote work, follow several clients in parallel and keep a clear view of what is happening on each line.
- Different kinds of campaigns to run at the same time for separate clients.
- Some agents on site and others at home, who must follow the same instructions.
- Numbers and scripts specific to each client that must not be mixed up.
- A need to track activity and quality per client, not only overall.
- Peak periods that must be absorbed without degrading the welcome.
HARX Telephony's Contact Centre Multi-clients
HARX Telephony offers a plan dedicated to call centres: Contact Centre Multi-clients. It is aimed at centres in Europe, the United States or outsourcing countries, including France, Morocco, Tunisia and Senegal. Agents can work on the floor or remotely, and the centre can serve several clients.
For a centre based in France, the benefit is a single telephone base for varied activities, with a number from its own country, inbound and outbound calls and an AI that assists conversations. It runs on a monthly subscription with prepaid minutes and AI, and activation is described as taking minutes.
Good practices for running a call centre
- Separate campaigns clearly: one instruction set, one script and one tracking indicator per client.
- Train each agent on each client's specifics before putting them on the line.
- Regularly listen to a sample of calls and debrief with the agent.
- Define identical operating rules for the floor and remote work.
- Plan how to scale up for peak periods rather than improvising.
- Inform agents of the regulation that applies to their activity, notably for telephone prospecting and personal data, and have practices validated by a qualified adviser.
The call centre trade rests on consistency: the same standards whatever the client or the agent's place of work. A suitable tool helps hold that course, and HARX's Contact Centre Multi-clients was designed for this use. A good habit is to review each client's campaign on a fixed rhythm, so small drifts are corrected before they become habits.
Finally, remember that agents working from home and agents on the floor should share the same rituals: a short start-of-shift briefing, a place to ask quick questions and a clear way to escalate a difficult call to a supervisor.
Frequently asked questions
Can agents work from home?
Yes, the offer covers agents on the floor or working remotely.
Can one centre serve several clients?
Yes, that is precisely the purpose of Contact Centre Multi-clients.
Does HARX handle the centre's regulatory compliance?
No, HARX provides the telephony; compliance remains the call centre's responsibility.
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A number from your country, inbound and outbound calls, reception/secretary service and an AI to assist you.
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