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Multi-client call centre: keeping each account separate and tracked
Handling several clients in one call centre without mixing campaigns: method and HARX Telephony's Contact Centre Multi-clients offer.
When one centre serves several companies
Many call centres work for several clients: an insurer in the morning, an online shop in the afternoon, a recruitment firm in parallel. This variety is what makes the business rich, but it creates a permanent risk of confusion between accounts.
- An agent answering in the wrong client's name because the line was not identified.
- Scripts that get mixed up from one campaign to the next.
- Invoicing that is hard to justify when activity per client is not distinguished.
- Overall quality indicators that hide an account in difficulty.
- Versatile but overloaded agents who lose their bearings.
The Contact Centre Multi-clients approach
Contact Centre Multi-clients is the HARX Telephony offer designed for call centres that serve several clients. It is aimed at centres in Europe, the United States or outsourcing countries (France, Morocco, Tunisia, Senegal), with agents on the floor or remote.
The idea is to have a shared telephone base that handles inbound and outbound calls, while allowing work to be organised account by account, with suitable numbers and the support of an AI that assists agents. The subscription is monthly, minutes and AI are prepaid, and start-up is described as taking minutes.
Good practices for a multi-client centre
- Give each client a clearly distinct number or identification so the agent knows who they are answering for as soon as they pick up.
- Create one sheet per client: presentation, hours, reasons for calls, greeting formulas, limits on what the agent may say or promise.
- Specialise agents by account or small groups of accounts rather than making everyone versatile on everything.
- Track call volume, responsiveness and quality separately for each client.
- Hold a regular review with each client, using that client's own figures.
- Protect confidentiality: an agent should only access information for the account they are working on.
Rigour in keeping accounts separate is the condition of client trust. For a centre that wants to structure this organisation, HARX's Contact Centre Multi-clients is the natural starting point. When a new client is added, it helps to repeat the same onboarding steps each time so that nothing is left to chance.
Do not forget to agree with each client on how changes will be communicated, so that a new script or opening hour reaches the right agents on the right day.
Frequently asked questions
Can the same agent handle several clients?
Yes, but it is advisable to limit the number of accounts per agent and train each one well on their specifics.
In which countries is the offer intended for call centres?
In Europe, the United States and outsourcing countries: France, Morocco, Tunisia, Senegal.
Do all agents have to be on the floor?
No, they can work on the floor or remotely.
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