EURO CRM MAURITIUS

In order to meet the growing demand on the French market for off-shore outsourced services, EURO CRM Group decided in 2004 to create EURO CRM MAURITIUS. Our choice was based on:

• The bilingual environment (French/English) that would allow us to address the French- and English-speaking markets (UK, United States, Canada)
• The natural qualities Mauritians are known for, like being friendly and welcoming, with a good sense for giving advice, as well as a resistance to conflict
• A democratic, politically stable government
• A young, educated, dynamic population
• Strong economic and social growth
• A cultural environment that is close to that of our European contacts
• Guaranteed quality of competitive telecommunications infrastructures
• Competitive salary expenses
• Attractive economic conditions

This decision was further supported by a comparative analysis of French-speaking countries that could offer the human and technical means needed to install a call centre. .

Our site has a capacity of 300 equipped work positions, with 350 employees, a third of whom can work as telephone sales agents.

In order to maximise proximity and real time operations monitoring, several tools were used, including a distance listening system (Campaign Coach) that is identical to the system used in France and a video-conference system linking France and Mauritius.

The minimal time difference between France and Mauritius is an added advantage, only 3 hours difference in the summer and 2 hours in the winter.

A multi-disciplinary project team is implementing the “best practices” trade, which are identical to those already tested in France and abroad.

EURO CRM has five years of experience on-site and has developed successful recruiting practices with strict requirements in order to meet EURO CRM’s quality standards. This high level of quality is maintained thanks to the rich labour pool and the attractiveness of the position as a call centre agent in Mauritius.

Increasing employee loyalty is also an essential point of our HR policy; it allows us to forge long-term relationships and guarantee higher standards of quality. Our remuneration policy is attractive and includes bonuses for quality and performance; employees of EURO CRM Mauritius also enjoy many other social benefits.

Training is the cornerstone of quality for EURO CRM. The teams of call centre agents are subject to the same rules and approval processes as in France. In order to take into consideration the specific characteristics of an off-shore production site, over the last four years EURO CRM has developed complementary modules to respond to agents’ profiles and their specific needs identified during their careers.

The great adventure that we have been on since 2004 and the growth of the structure of our office in Mauritius have proven to everyone, customers, directing shareholders and employees, that we made the right choice.

Our goal: to make EURO CRM MAURITIUS the benchmark in off-shore call centres.