Mobistar, Belgium
Serco provide call-centre support for technical and corrective maintenance services for 150 Mobistar shops in Belgium. The contract employs a total of 3 full time Serco employees and more than 45 sub-contractors.
The call-centre is accessible by telephone via a free phone number, by mail or by fax 24 hours a day. Serco personnel with technical skills answer the phone, analysing the problem in order to send the appropriate subcontractor to solve the problem. The Serco personnel fulfilling the contract operate in French and Flemish, frequently switching from one language to the other to answer the calls.
The call-centre uses the services of subcontractors who cover all areas of Belgium. The direct consequences are that the interventions are responded to with minimum delays.
To meet customer-reporting requirements Serco has created a powerful database within which all relevant statistics are captured. These customised reports provide our customer with full visibility of the maintenance costs for each shop. Moreover, a significant role of the call-centre is to analyse the frequency of the problems and to propose more stable solutions or to perform proactive actions to avoid critical situations.
The call-centre is to also responsible for the organisation and the monitoring of the creation of new shops following the image of the retail chain.