Case Study: Videotron
The Client
Videotron is a prominent telecommunications company based in Canada. With a strong presence in the country, Videotron provides a wide array of services, including cell phone coverage and high-speed internet, to customers across various regions. As a multi-national corporation, Videotron operates within Canada, serving as a reliable telecommunications provider for numerous individuals and businesses.
Problems & Solutions
We initially approached Videotron directly to offer our assistance with their customer care function. While they didn't require support in that specific area, they expressed interest in exploring the outsourcing of their appointment setting function. Our success in appointment setting became a catalyst for expanding our collaboration with Videotron, leading to opportunities in other aspects of their business. Here are some of the issues we have successfully addressed over the years:
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Videotron was in need of a partner to handle appointment setting for their sales team. Within a short period of three weeks, we recruited and trained a team of 20 agents dedicated to this task. Our efficient appointment setting process played a pivotal role in building trust with Videotron, prompting them to engage us in other areas of their operations
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Building on our success in appointment setting, Videotron approached us in 2016 to assist with their customer care function. Recognizing our capability, they requested our support in scaling up their customer care team. Over a period of five months, we recruited and trained 180 additional staff members. To ensure their seamless integration, we invested heavily in our learning and development team, hiring four full-time trainers.
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The COVID-19 pandemic and subsequent lockdowns posed significant challenges for businesses worldwide. As an essential service recognized by the Haitian Government, MOArt BPO services, our organization, remained operational with minimal impact. This allowed us to quickly scale up to meet Videotron's request for a substantial increase in our headcount due to the pandemic. We collaborated closely with Videotron to ensure uninterrupted support during this critical time.
Services Offered
Over our 6 year history working closely with Videotron, we provided a wide range of BPO services, including:
Appointment Setting
Inbound & Outbound Sales
Retention & Re-Contracting
Tech Support
Quality Assurance
Our Approach
To effectively assist a large corporation like Videotron, we recognized the importance of having a well-defined approach to handle ad-hoc requests and campaigns. Our success in managing the diverse campaign requests assigned by Videotron can be attributed to the following key factors:
Continual investment within our recruitment team
Continual investment within our L&D team
Continual investment within our HR team
Continual investment in staff incentives to foster a happy workforce
Continual investment in our QA team
Assigned our general manager as the main point of contact
Not as big as Videotron?
MOArt services is well-equipped to provide assistance to companies of all sizes, ranging from multi-billion dollar corporations to small enterprises. We understand that each business has unique needs and requirements, and our flexible approach allows us to cater to organizations of varying scales. Whether it's supporting a large corporation like Vodafone or providing extra assistance to small businesses, we are committed to delivering high-quality services tailored to meet specific demands. Regardless of the size, our goal is to be a reliable and valuable partner in helping businesses achieve their objectives.