BlueLink achieves NF Service ‘Contact Centre’ Status for European centres
AFNOR Certification has awarded NF Service ‘Contact Centre’ Status to the BlueLink Group, based on the criteria of the new NF EN 15838 European Standard.
Customer centricity
This Standard places great importance on performance (service levels, customer contact quality and customer satisfaction) and monitoring (effectiveness of training, staff turnover, absenteeism, agent satisfaction, forecast accuracy, Average Handling Time and IT system availability). The Group has received this recognition for the superior know-how and skills of the teams working at its European centres.
BlueLink strengths
During the audit in Ivry-sur-Seine and Prague, AFNOR Certification praised BlueLink for:
- Service quality levels: higher than the requirements of the Standard (for example, first contact resolution) at all stages, from ‘Greeting’ to ‘Contact Closure’.
- Client satisfaction: 88% of BlueLink clients are satisfied or very satisfied with the partnership.
- Agent skills: product knowledge, proficiency in using IT tools, communication skills, a strong customer service culture and customer centricity.
- Appropriate and thorough agent evaluations thanks to: 5 random monthly evaluations for each agent, which is much more than what is required by the Standard (6 quarterly evaluations), and a dedicated quality team.
- IT system availability: NICE for quality monitoring and a business continuity plan.
- Employee engagement and motivation: the BlueLink quality initiative and employee awareness of the Group quality policy.
BlueLink has been awarded NF Service ‘Contact Centre’ Status for the work done over several years to put in place a quality management system promoting business efficiency, motivation through management, staff engagement, recognised corporate responsibility standards, innovation and continual improvement. Sylvie Bourgeron, BlueLink Group Methods, Projects & Quality Manager, commented: “This accomplishment reflects the professionalism of BlueLink teams working at the different centres of the Group. Quality is everyone’s responsibility, every day.”
