Your customers value.

It is to expand and perpetuate that has chosen to focus its services on quality of service, flexibility and proximity. Ajilon CCS offers custom solutions built around your goals and circumstances. Our experience allows us to offer solutions :

 

• Contact centers dedicated or shared ,

• In transmission or reception ,

• In outsourcing or insourcing ,

• The multi-channel operations (voice , email, sms , mail ... )

• Multilingual teams

• Permanent benefits, temporary or overflow

• Conventional Time windows , shifted or extended

 

A call center is an organization that helps to establish a remote dialogue between a company and its customers and prospects. This service was created through the development of telecommunications.

In Tunisia, and since 2000 the call center continue to grow in different areas namely banking , insurance, distribution, after-sales support , and " Hot Lines ".

Tunisia became the number 1 destination Offshore European call centers mainly francophone centers , and for several reasons such as the cost of labor, the mastery of the French language by Tunisian , and continued decline in call charges

 

SECTION 1: CALL CENTRES IN TUNISIA delocalized

 

1. Presentation of the sector :

Called Call Center ( English Call Center ) platform , hosted or outsourced by the company, in charge of assisting users.

 

Call centers are used to assist clients in the context of an after-sales service (SAV) , technical support, a telesales or to support a company's staff in the context of the use of a tool or in their daily tasks . In the case of a dedicated call center technical support , the term Support center ( in English Help Desk or Hot Line) is generally used.

 

A call center is primarily a human organization to take into account the demands of users. Most of the time the preferred channel is the telephone , but via internet using groupware applications ( A groupware is software that allows a group of people to share documents remotely ) is also possible. Some devices have a tool called " Web Call Back " (or " Call Through " ) allowing the user to be recalled by the company by simply entering the phone number and clicking on the button input.

 

Operators are responsible in the first instance to identify their interlocutors. The Computer Telephony Integration ( CTI noted ) is increasingly used to couple the telephone system of the company to its information system and allow operators to automatically have the sheets for customers through phone number.

Once the user identified and their identity verified using a few issues ( customer number, address, phone number , ...) , the operator or the operator opens a trouble ticket and may examine his case through the interface of Help Desk software. The client record contains the history of his calls and all the steps that have already been carried out, in order not to repeat the diagnosis. Opening a trouble ticket starts a timer , and the operator is responsible for providing a response to the user in the shortest time possible.

 

To assist in this task , a knowledge base , leveraging the most frequently-asked questions , allows him to ask the " right questions " , diagnose the problem and , to the extent possible, to find a solution. There is talk of CBR ( Case- Based Reasoning , translate Case Based Reasoning or case-based reasoning system ) to describe the process of finding a solution by questions / answers successive .

 

When the first level of operators (called Front- Line) is not able to respond to the caller , the file is forwarded to level 2 operators, more specialized and therefore more costly for the company . The mechanism of transmitting the case to a higher level is called call escalation

 

In rare cases it may be that the problem depends on a third party, in which case the problem can be transferred directly to the support center of the editor.

Indeed, the call center is designed to provide , develop, and manage customer relationships within the company, conditional means, in particular costs. It creates the relational and virtual tissue between the company and its environment.

 

With its call center business :

• Increasing the retention rate of its clients

• Increases revenue

• Reduced operating costs

• Acquires new customers

 

     2. The benefits of call centers in Tunisia : 

 

When asked why he chose Tunisia? The response of the Teleperformance Group was : " Six good reasons guided the choice of Tunisia as a delocalized production site :

• A dynamic countries in economic boom

• A stable social and political climate

• A young population and very good training

• Excellent command of the French language

• A large cultural and economic proximity to France at 2:30 of large cities without jetlag 24

 

Tunisia appeals and attracts European centers of appeal because it greatly encourages their relocation to countries offering its very attractive benefits. The success experienced by Tunisia can be explained through several levels namely:

 

    A- In terms of taxation :

• Total deduction during the first decade of the profits from exports, the tax base ;

• Deduction of profits reinvested in the company , the tax base ;

• The right to liquidate 30 % of the activity on the local market

• Call centers are only bound to pay maintenance fees and sanitation duties and taxes on passenger vehicles and those perceived as direct service delivery .

 

    B- In terms of equipment :

• The Reduction of customs duties and taxes at the rate of 10% ;

• The suspension of VAT and consumption tax for the equipment necessary for the realization of the investment.

 

    C- In terms of personal means :

The ability to recruit foreign nationals steering agents within the limit of 4 people for each company and a foreign national framework for each quota of 50 additional jobs for call centers.

The recruited foreign staff has a number of benefits including:

 

• l'exonération customs duties and taxes due on the importation of personal effects and a passenger car for each person

• The payment of a flat income tax at 10% of gross income

• In the case of recruitment of Tunisian executives within the company is the state that supports social coverage premiums

• The state also supports the employer's contributions for 5 years for the use of new graduates with a minimum level of bac + 2 and the use of a second task force for companies not working continuous fire .

 

     D. An adequate legal framework :

The investor has a regulation that ensures legal certainty in the context of the exercise of the activity in which the rights and guarantees and speed of procedures

 

• Rights and guarantees :

          - L'investisseur Is favored by international conventions to which Tunisia has acceded .

          - Agreement With the Multilateral Investment Guarantee Agency

          - Agreement Protection of investments and avoidance of double -taxation with most OECD countries

          - Members Of the International Center for Investment Disputes Settlement Disputes (ICSID)

 

• The speed of the proceedings :

The installation procedures call centers are characterized by:

       - Simplicity : operation of call centers has the principle of freedom of investment under the code of investment incentives ;

       - Speed ​​: the file review is done in a very short time from the date of filing of the application .

       - Freedom : the call center facility is unconditional in that it is not dependent on any limiting condition .

       - The authorization to call centers offers its holder a certain number of benefits including:

       - the right to import the equipment necessary for the operation of the centers;

       - exercer activity on the national or international level;

       - The unlimited period of approval

 

    E. an attractive investment environment

Tunisia has a good quality of life similar to that of European countries, this may also be explained by:

      - The geographical proximity no more than 3 hours flight from most European capitals, and time zone                           facilitating communication between customers and suppliers.

        - Cultural proximity such as women's participation in economic activity and the lack of social dumping

     - A competitive Tunisian economy annually making progress since the adoption of the structural adjustment                program

 

     F. incentive telecommunications infrastructure investment :

Booming communications sector:

        - Coverage of the country by a national network of fiber optic cables ;

        - Linkages cables underwater and digital spatial links

        - Strengthening the connection to the Internet and the gradual spread of broadband

        - Modernization of data transmission networks

        - DT 2.84 billion invested in ICT which 1100 by the private sector between 2002 and 2006 Competitive                          communications rates :

• Discounts on tariffs for data transmission services and leased lines ;

• Tunisie Telecom applies preferential tariffs for call centers;

• Phase-out of all subscriptions to fixed telephony networks ;

• Reduction of subscription fees since 2005 from 60% to 20%.