International

In its latest barometer, released yesterday for the SP2C, E/Y forgot Accenture, a long-standing player active in BPO. And Swad...Accenture, which is taking over BNP's activities in Belgium, in a carve-out operation. Accenture is increasingly competing with Concentrix, Teleperformance, Intelcia, Outsourcia, Wirk.io and others. In Belgium, the carve-out of 500 back-office jobs from BNP Paribas Fortis to Accenture has provoked threats of strike action. Also in moderation (Trust and Safety), the American company is competing with the major BPO players.

Memorable experiences and encounters, not available on Airbnb, Booking, Le Collectionnist. Who are the 100 VIPs, innovators in the visitor and customer experience in France? Discreet and highly efficient, Jérôme Bourdenet is not one to brag, but he could teach you a thing or two: hosting monks, retired CEOs and strangers of all nationalities for thirty years develops your sense of welcome and organisation. Meet him in Rochefort du Gard.

In BPO and outsourced call centres, only E/Y makes money. With its annual survey. The 9th E/Y and SP2C barometer will be published tomorrow, 9 July. What En-Contact magazine has noted this year about this market.

Abritel, the holiday rental specialist and subsidiary of the Expedia group, was condemned in mid-June by the Paris judicial court for misleading commercial practices. Like Booking and Airbnb, the platform, which is owned by an American group, seems to have failed to take adequate steps to stamp out the numerous scams and identity frauds.

On a mission for RED by SFR, Intelcia uses AI and speech analytics to achieve a 15% increase in sales performance for the effective roll-out of fibre. After a complex start.

We tried to contact the TAKATA hotline set up by Citroën 60 times over the course of a year. Only once did anyone pick up the phone.

The first forty days have been busy for the new French CEO of Foundever, the world's No. 3 BPO company, which provides services to Edenred, SNCF, Airbnb, Accor and Capital One. The former Sitel has already employed women in this position. But Claire Calméjane has just arrived in a minefield created by drones: conversational agents.

Teleperformance, renamed TP, acquires Agents Only, a Canadian platform for employing call-centre agents on demand, without convincing the markets: the share is now trading at 78.4 euros. It was trading at 392 euros at the beginning of 2022.

Phone spoofing and fake bank adviser scams. American Express customers and thousand french bank customers are victims. Already sold out on Amazon, just one week after its release, the investigative book Les Caméléons, l'arnaque aux faux conseillers bancaires is a must-read for our editorial team. Who will play the role of Oscar, Emmanuel B or Marine Fontange, the brilliant investigating judge?

L'informé, an investigative media outlet, is preparing to release a time bomb: the respective amounts of income received by the major French newspapers and news magazines for copying rights, collected and paid out on its behalf by the CFC. Who collects and redistributes them according to very opaque rules?

The former CTO of Sonos and Snips, a brilliant and committed engineer, has become a kitchen assistant at Cité Fertile. Centrale, LSE and La Source are all great places to change your life if you're ready to take a step to the side. 

A discreet BPO partner for Ryanair, BNP Paribas and Orange in particular, Armatis and its 10,000 employees are unveiling their ambitions. Can the girl next door grow even more in the face of the likes of Accenture, Concentrix, Tessi and Salesforce? Because Armatis also produces a remarkable CRM.

Threatened by AI, bots, a wait-and-see attitude and Klarna's nonsense, TP (Teleperformance)?  The company wants to believe in its future. Its managers deplore the undervaluation of its share price. Its French employees are concerned about the current redundancy plan. But there's still 60% of New Biz to go," says Daniel Julien, CEO of the CAC 40-listed group.

For the first time, a bank has been fined 54,500 euros after one of its customers was cheated by a bogus telephone advisor following a five-year legal battle. Sylvie Noachovitch is the lawyer who won this battle for her client.

The UGC unlimited card celebrates its 25th anniversary. An usherette's smile matters. Le Clan des bêtes, Christopher Andrews' first film, is a shock. Little Jaffna was slightly oversold by the critics. How will De mauvaise foi, the first production from Saje Production, the faith production start-up, perform?

Founded more than thirty years ago by Charles-Augustin Jeuffrain, Café Coton is going through another rough patch that could see the company disappear: it is in receivership. At 99 euros for 4 cotton shirts, its products are not unaffordable. 

Nidal Afid is Director of Operations for the US region at Intelcia, whose Egypt cluster is starting a collaboration with Accor. She started out as a customer advisor!

In a recent edition of Cash Investigation, a manager from La Banque Postale, whose customer relations department is headed by Sandrine Beltran, reported that the bank was using AI to rate its telephone advisor employees. TP Interact, a Teleperformance subsidiary or BU, is said to be the tool deployed and misused by some of the bank's managers. True or false?

Florent Bardon is the manager of Europe's largest railway station, Gare du Nord in Paris. He also manages the station known as Aéroport CDG2 TGV. Who's the boss and what do we monitor in terms of passenger experience? How do you contact the station if your child has lost a cuddly toy or an essential item?

The 3rd GITEX Africa 2025 kicks off on 14 April in Marrakech. With overflowing car parks, ubiquitous AI and slightly faulty spelling, Agnès Buzyn, Breega, Concentrix, Foundever and Orange, the French have been putting their cards on the table.