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Actel, Creator of proximity
contact centres
appointment scheduling
mystery emails
profiling
reservation management
telesales
quality barometre
mystery calls
internet surveys
telephone surveys
consumer services
email processing
detection of purchasing projects
Company / Actel in a few words
Actel was created in 1980 and is a telemarketing, teleservice and survey company offering a complete range of services aimed at the B to B and B to C markets.
Actel initially specialised in B to B services, but was taken over in 1997 by three managers who had managed marketing/sales and IT in large multinational US structures, specifically in the IT sector. Thanks to their impetus, Actel multiplied its sales figure by 5 in 9 years.
We have a completely computerized (CATI) site at Rueil-Malmaison (close to PARIS) with 150 seats (extendable to 300) used for carrying out events, recurrent or permanent operations both inbound and outbound calls.
All our services are designed and carried out according to a work methodology aiming for cogency, transparency, to achieve the agreed objectives and your budget optimisation.
Company / developments strategy
Our growth strategy aims to increase Actel’s market share.
Actel does indeed have all the necessary ingredients at its disposal to launch into a new growth phase.
Our current organisation and accumulated experience allows us to ensure the success of important projects, the novelty being the nature of the implementation means, the activity sectors covered or even the required involvement level.
We wish to carry out this development while simultaneously respecting Actel’s positioning, i.e. a company aware of its responsibilities, demanding and stringent, bent on always taking responsibility for its commitments.
Business Vision / Creator of proximity
Our work vision is quite simple:
We are “creators of proximity” between your entity (business, administration, group, brand, chain) and your environment (prospects, clients, network, personnel, suppliers).
What does the “proximity” consist of ?
It’s an attitude: being near, easily and immediately accessible
It’s a state of mind: being attentive, available, knowing how to advise you and bringing concrete answers to your needs and expectations.
How can Actel become not only the “creator” but also the “achiever” of your “proximity objective”?
Firstly and above all with our vision of our role in your communication strategy: restoring the value of verbal communication, dialogue and exchange.
As well as through our analytical approach to transform your needs into solutions which are adapted, efficient, economical and easy to implement.
We will bring to you our knowledge with the tools at our disposal or which we will develop, as well as the men and women we know how to identify, train and manage.
We will mobilise these resources in order to create the required “proximity” one day at a time, for your event operations or for your recurring or permanent operations, whether it is a case of developing loyalty or acquiring clients.
By contacting Actel, you are not just consulting a mere phoning company, but a partner with real added value as a result of its global vision of your “proximity needs” in your distance relationships.
Business Vision / Distance relationship
You have a tendency to prefer written over verbal communication.
Written communication has certain virtues with which you are familiar...
and perhaps some forgotten inconveniences?
Verbal communication has certain inconveniences with which you are quite familiar...
and some virtues which you seem to be ready to rediscover ... is this the case?
We have all become much more impatient, prone to zapping and fickle.
Informing, advising, cocooning your target markets therefore become a necessity, through being close and available and attentive in order to influence them, convince them, develop their loyalty ... and to do so far better than your competitors!
According to Actel, a distance relationship can work by giving verbal communication a major role.
Not an exclusive role, but a central position within a communication approach which becomes multimedia in order to achieve its goals.
The modern Contact Centre becomes the hub of different communication vectors.
Properly used telephone communication is a real communication medium, as worthy as the other media and often incredibly more efficient at informing, advising, influencing and cocooning the target market interlocutor to inform him, convince him or develop his loyalty.
In Actel’s vision, the Contact Centre is a pole which carries out the synthesis of all media (whether they are written on physical material or electronic, or even broadcast) the main aim being to... create the proximity that you are seeking between you and your target market.
Organisation / Methodology A
At Actel, doing our job properly involves efficiently responding to your expectations on the following points:
You are looking for “definite and measurable” results, which is perfectly legitimate. The paradox is that the work you assign to us is generally subject to several types of risk on which we have no impact.
In order to be efficient in this context, we must have a good command of project management as well as constant attention to detail and rapid reaction in order to fit the nature of the terrain
We have to know how to provide intellectual services and manage production units that will produce the expected “deliverables”, with the same level of competence and involvement.
All of this requires that we work according to a stringent, cross-disciplinary methodology that must be understood and applied by all parties.
Organisation / Methodology B
The first important step is to be attentive to your needs and take into account your objectives.
The second step is to reformulate your project in a structured fashion using an analytical approach, and bringing our advice based on our experience and our work vision to each of these steps.
Seeking your approval for our suggested solution and finalising the design based on your feedback, all this gives you the assurance that we are in fact working on the implementation of “your project”.
IT implementation, team selection and training, these are the next essential phases towards obtaining an operational plan in accordance with what we have decided together.
Start of output is of course implemented in your presence. After possible last minute adjustment, your operation reaches cruising speed. You will receive positive contact sheets on a daily basis, and production statistics depending on the agreed frequency.
Regular summaries are formalised between you and us, for example once a week, to keep in sync and to bring information or elements from both sides enabling us to optimise operation performance.
Organisation / Draft team
Actel’s Client Account Manager will take care of your operational and financial specifications.
As soon as your operation is launched, he will select an Account Supervisor from his team who will be responsible for your project and who will work with Actel’s IT, Human Resources and Operations departments.
As your project coordinator, he will finalise the operation design, carry out the necessary intellectual services (sales points, procedures, instructions...) and will ensure coordination of technical and human implementation.
He trains the teleadvisers and invites you to participate in this training.
He is your designated contact person for the duration of your project.
Organisation / Draft team / Outline
CLIENT ACCOUNT MANAGER
ACCOUNT SUPERVISOR
PROJECT DESIGN
General / Detailed
PROJECT IMPLEMENTATION
Team selection / Technical Aspect
PROJECT DEVELOPMENT
Front Office / Back Office
Fulfillment / Reporting
HUMAN RESOURCES
IT
PROJECT MANAGEMENT AND OPERATIONAL FOLLOW-UP
QUALITY CONTROL
MARKETING PHASE and PROJECT COORDINATION
Organisation / Implementation
Actel firmly believes that operation design according to stringent methodology based on an analytical approach is the phase that has the most impact on success.
We think it very important to follow the processes that we have elaborated with you, even if you sometimes push us to start calling as soon as possible...
Computerizing the interview guide, objection responses and sending the fulfillment are also essential tasks contributing to increasing your operation efficiency, the cogency of the operation and control of agreed budget.
Selecting a team on the field (teleadvisers, supervisors and back-office coordinators) that will match the required specifications for your operation and train them to your work environment, your goals and modus operandi, all these are other essential aspects of the design plan, both human and technical, necessary for the implementation of your project.
To this may be added the process and deliverable quality control plan.
A word of advice: don’t minimise time, thinking or budget necessary to the execution of these major tasks.
- Organisation / Our Commitments
The projects that you trust us with feature many risk factors over which we have little or no influence.
Furthermore, we don’t take commitments on factors over which we have no control. This would be completely unprofessional!
Complete transparence is considered vital at all stages of our services here at Actel.
You are “at home with us” which enables you to “experience” the concrete reality of your operations and to appreciate how we manage them.
We have an obligation of means towards you.
In certain cases we will accept to tie our invoicing to an obligation of results, according to the terms established with you.
We seek to establish a real win win situation with you, the objective being to optimise your budget.
Services / Telemarketing and Teleservices / Direct multimedia communication
Originally, there is more often than not a mail shot and an reply coupon.
Whatever the relevance of your mail shot and the dedicated budget, after mailing, you are in a “spray and pray” situation!
The situation is more or less similar if the mail shot is in fax or email form.
For instance, if you introduce a Free phone number at the time of designing your direct marketing operation,
you are ipso facto making contact easier: you are offering “proximity” to your target markets.
You are also naturally facilitating “telephone follow-up” which will double your mail shot performance.
Add to that confirmation mailing, telephone, email or text message reminders, and you will understand why you need a single database in order to centralise all these exchanges, so that they are constantly and naturally updated, without risking any mistakes and without any added cost.
Add to that complete and up-to-date lists that we will send to your network and service providers in the right format and at the right frequency, as well as feedback that we will be able to put together, and you will have a clear idea as to why Actel is indeed the “creator of proximity” that you have been dreaming of!
Services / Telemarketing and Teleseservices / Complete catalogue
User help, hotline
Simple or multimedia contact centre
Detection of purchasing projects
Traffic generation
Crisis management
Loyalty program management
Subscription management / reservations management
Appointment scheduling with or without diary management and reports
Qualification, naming, profiling
Donor recruitment
Invitation reminders and participant validation
Payment follow up and reminders
Telesales, with or without payment management
Claims processing
For all these operations or for more specific requirements, we guarantee the supply of the most appropriate files and deduplication with your own data.
We also manage your marketing and business databases with real time access or regular synchronisation with your own environment.
All these operations are designed according to our work methodology and executed specifically using the most cutting edge tools (Vocalcom Hermes, interactive vocal server, Commerce CRM, Outlook, Extranet clients, Internet, secure IP-VPN, ...).
Services / Telemarketing and Teleseservices / Our references
Automotive manufacturers
Long Term Let service providers
Charities
Mail order Companies
Software editors
Insurance companies
Telecom operators
Complete management of a road show in 12 stages over 6 months
Integrated management of marketing events at the time of a vehicle launch
Management centre of all direct marketing operations
Delegated management of client contact centre
File qualification
Project detection and appointment scheduling
Collection of donation pledges
Interactive vocal server for confirmation of order cancellations
Profiling, detection of projects
Managment of subscriptions to marketing seminars
Teleprospection with appointment scheduling, diary management and follow up reports
Telesales
Services / Studies and Surveys / Dedicated Department
Stringently acquiring data for analysis, extrapolation and deducing decisions.
Actel has been recognised on the market as a reliable company ensuring strict quality control of its services on the basis of a stringent design and execution methodology of telemarketing operations.
In this context we gained the market of measuring the quality of Renault European contact centres in 2001. Since then, this operation has been developed and industrialised for Renault, but also for Nissan Europe.
On the strength of this experience and working on the simple principle that in order to reliably, credibly and perennially “measure the quality” of a contact centre, it is necessary to be reliable, credible and perennial ourselves, Actel has developed a Studies and Surveys department.
Actel has at a structure and tools specialised in studies and surveys at its disposal.
Services / Studies and Surveys / Intervention Field
We carry out surveys by phone, Internet and also by snail mail.
These are mainly surveys or satisfaction barometres, marketing studies, pre or post communication operation tests, quality measure studies (mystery calls and emails).
Our services may be global or partial according to your needs or your work habits.
Subjects covered are mainly:
Detailed needs, advice and operating procedure analysis.
Editing or confirming questionnaire and its tree diagram
Questionnaire administration test
Computerising the questionnaire and quota management (Askia)
Results book design
Processing collected data
Statistical analysis, adjustment, significance test, . .
Results synthesis and recommendation presentation
Services / Studies and Surveys / Our referencest
Network bank
Automotive manufacturers
Transport organisation
Corporate catering
Rapid automotive repair
Photocopier manufacturers
Analysis of cancelled accounts
Banking agency support
Performance measure of transmitted leads
Network satisfaction survey
Quality measuring of contact centres in 19 countries
Global satisfaction survey of internal IT users
Marketing survey (France, Germany) on the use of telephones in cars
Marketing survey in 4 European countries on expectations in terms of car radio
Client satisfaction survey after vehicle delivery
SME survey on professional travel habits
Survey on the launch strategy of a new activity
Client satisfaction surveys (B to C)
Client satisfaction surveys (B to C)
Recruitment / Presentation
We are always looking for new personnel.
We are mainly looking for teleadvisers with or without experience or specialised in certain types of operations or with specific knowledge of certain activity sectors.
We have demanding recruitment criteria in order to give our clients the desired service quality.
They take into account your punctuality, your diligence, your expression quality, your attentiveness and understanding, your spelling accuracy, ability to follow guidelines ...
We offer a general and paid training in the basic principles of professional telephone interviewing.
We offer fixed or indefinite term employment contracts, full-time, part-time or summer jobs.
You may apply by leaving your application in the space provided. We will contact you to invite you to participate in a recruitment phase or to let you know that we will keep your application for subsequent contact.
You may also contact Actel’s recruitment service
from Monday to Friday, 9:30 to 5:30 on: +33 1 55 94 06 67
Recruitment / Application A
About you
Title
First Name
Surname
Email
Age
Current occupation
Net hourly rate
Telephone
Your 3 strengths
vv
Recruitment / Application B
Your availability
Start date
End date
Day schedule
Evening schedule
Saturday schedule
Do you wish to upload your CV?
Yes
No
Submit your application
Submit
-Client Area
This area will give you confidential access to the operations that Actel is carrying for you.
Please enter your login and password
Contact / Our Details
RER
Line A
Rueil-Malmaison Station
We are situated 100m from the Station
Contact Contact us A
About your project
Description
File volume
End date
Reply timeframe
Do you wish to upload your Specifications?v
Submit your application
Submit
Contact Contact us B
Your application
Appointment
Contact
Quote
About you
Title
First Name
Surname
Role
About your company
Legal status
Address
Post code
Town
Activity sector
Emails / HtmlContactRequest
Thank you for your contact request
One of our Client Account Managers will contact you as of tomorrow
Emails / HtmlAppointmentRequest
Thank you for your appointment request
One of our Client Account Managers will contact you as of tomorrow and agree on a date.
-Emails / HtmlOfferRequest
Thank you for your business offer request.
One of our Client Account Managers will answer you as soon as possible or will contact you to clarify certain aspects.
Emails / HtmlCVSubmission
Thank you for your submitting your application.
Should your application match our current needs we will contact you as soon as possible to arrange an interview.
If this is not the case, we will keep your application of fine and contact you subsequently.
Yours sincerely
Recruitment Department