The Customer Satisfaction Measurement And Listening Revolution
HighLevel CRM
Grard BonOrangeLaurent DepondOrange andJeanPaul DayanStetson
INTRODUCTION
Customer Care at Orange France
Orange France has approximately 18 million customers for four lines of mobile phone services. Our customer care handles approximately 200,000 calls per days taken by nearly 5,000 advisers working in some fifty call centres spread throughout the French territory. Customers contact us for various reasons: commercial requests; technical issues; a wish to replace their handset; etc.
Customer care is the keystone of our strategy, both for increasing loyalty and developing customer value. We therefore...