Case Study

[Tricom] Relying on an omnichannel solution to win new markets

Industry: Outsourcer - Solution: Vocalcom Hermes - Use case: Customer Service, Telesales

TRICOM is ranked in the top 5 Tunisian outsourcers, with 95% of its business in the French market and a historical leadership positioning in B2B telemarketing and appointment scheduling. With close to 200 positions, TRICOM works alongside BtoB customers in such areas as appointment scheduling, sales, back-office, and customer service. To offer the best service to its large portfolio of mostly French customers, TRICOM decided from the very start to leverage the industry expertise and power of the Vocalcom Hermes solution.

About Tricom

Country: Tunisia
Activity: Service provider specialized in B2B telemarketing, appointment scheduling, customer service and e-commerce
Key Figures:

95% of business in the French market
30 million interactions per year on all channels
50,000 web appointments per year with a conversion rate of 10%
A 96% service quality score on inbound calls

« The Vocalcom Hermes solution offers many rich features and strong integration capabilities, which allow us to meet all the quality and performance challenges that arise in the outsourcing business. »

Ahmed BEN FRADJ, CEO and Founder at TRICOM

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