Scope covered
We operate across the full customer relationship cycle, white-labelled or under your own brand.
| Channel | Activities handled |
|---|---|
| Inbound calls | Customer service, level 1 and 2 technical support, order taking, complaints, appointment booking |
| Outbound calls | Lead qualification, sales follow-up, satisfaction surveys, amicable collection |
| Email and forms | Written request handling, shared inbox management, structured responses |
| Live chat | Online assistance, simultaneous multi-session handling |
| Social media | Direct messages and public comments, alert escalation |
| Associated back-office | CRM updates, case processing, document verification |
Languages and time coverage
Our teams operate in French — our main working language, at native or near-native level — as well as English and Arabic. Additional languages can be sourced depending on volume and lead time.
Tunis is on GMT+1, so your outsourced teams work the same hours as your internal ones. There is no night shift to organise to cover European business hours, which simplifies recruitment, improves retention and streamlines escalations.
How we manage quality
An outsourcing contract without contractualised metrics reliably produces disagreement. We define the framework with you before go-live, not after the first dispute.
| Metric | What it measures | Review frequency |
|---|---|---|
| Service level / answer rate | Service accessibility | Daily |
| First contact resolution | Actual handling effectiveness | Weekly |
| CSAT | End customer satisfaction | Weekly |
| Average handling time | Productivity | Daily |
| Quality compliance score | Procedure adherence, via a calibrated scorecard | Monthly |
| Team attrition rate | Team health and medium-term risk | Monthly |
Building and training teams
- Selection on assessed aptitudes. Emotional stability, cognitive empathy, sustained attention and verbal reasoning are measured in a standardised way, alongside the interview.
- Dedicated product training. Two to six weeks depending on the complexity of your product, using your documentation and tools.
- Dedicated, not pooled teams. Your agents work on your account only. They know your product and your customers.
- Close supervision. One supervisor per ten to fifteen agents, with a project manager acting as your single point of contact.
- Career paths. Routes towards supervisor, trainer or quality specialist roles — the main retention lever.
Compliance and security
Tunisia is a third country under GDPR. Data transfer is possible but must be properly framed. We put in place:
- Standard Contractual Clauses in their current version, adapted to the actual processing configuration
- A data processing agreement specifying purposes, retention periods, sub-processors and breach notification procedures
- Encryption in transit and at rest, with access segregation on a least-privilege basis
- Locked workstations with no local storage, clean desk policy, access logging
- Compliance with declaration obligations to the INPDP, the Tunisian data protection authority
Starting a project
- Scoping. Analysis of your volumes, processes and tools. We will tell you if your scope matches what we actually do well.
- Costed proposal. Detailed technical and pricing study within 24 business hours of scoping.
- Pilot. Five to ten positions over six to eight weeks, with metrics tracked daily.
- Scale-up. Gradual expansion once metrics stabilise at the agreed level.