Steering system
An efficient and reactive steering system
An efficient and reactive steering system adapted to your business and tailored to your objectives based on collected and processed quality data respecting your cost constraints.
- Optimal processing of your activities at the best price
- Respect for predefined customer service standards
- Total and continuous visibility on your business’ results
Traffic Management
BlueLink implements traffic processing systems that respect the profitability objectives and service quality standards defined with its customers:
- Continually readjusted and refined forecasts (economic situation, marketing events, etc),
- Optimal sizing, using Erlang statistical methods for synchronous contacts (telephone) and productivity for asynchronous contacts (letters, e-mails, faxes etc.),
- Controlled planning enabling appropriate load coverage and optimised resource allocation.
Respect for contractual service standards
The steering system aims to reduce waiting time to a minimum and optimise production time to comply with service standards agreed to between the BlueLink group and each of its customers.
- Virtual call-centre management,
- Highly skilled, multilingual advisors for better flexibility,
- Pooling synchronous (telephone) and asynchronous (letters, e-mails, faxes, etc.) contacts, to manage activity lags and peaks.
Communicating and analysing operational and marketing data for optimal business steering and better understanding end-customer behaviour and expectations:
- Reliable data available D+1,
- Personalized reporting (choice of indicators, final formats, frequency, etc.),
- Pertinent, precise analysis addressing trade issues and providing recommendations.
- A virtual call-centre that pools traffic and optimizes waiting time.
- Operational data analysis for better understanding end-customer behaviour and expectations.
