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Mutuelle du Ministère de la Justice

Outsourcing customer relations

Presentation of the client

Created in 1944, the MMJ—Mutuelle du Ministère de la Justice—has been THE health cover provider for staff at the French Ministry of Justice for 75 years.

It is open to all the staff involved in security and territorial public staff and has a wide range of health and providential cover, including services. It has 75,000 policy holders and 125,000 beneficiaries.

Tessi provides us flexibility that allows us to easily manage peaks in activity. However, it is not an overflow platform and the contacts carried out by Tessi are at the same quality level as those managed by MMJ itself.

Catherine BARBEROT Deputy Director of policy holder relations, Mutuelle du Ministère de la Justice

The client's issue

Following technical and organisational changes, MMJ wished to outsource its telephone reception to improve the quality of service for policy holders and to the management of peaks in activity. In the coming years, MMJ wishes to forge a lasting relationship with a service provider to complete its team of call centre operatives and to expand the service beyond Customer Care.

The solution offered by Tessi

To meet the needs of MMJ, Tessi implemented a customer relations outsourcing service to handle incoming and outgoing calls. Tessi guarantees a high quality level for the processing carried out by operatives with experience in Health Care, Providential Insurance and Social Welfare. Calls are evenly divided between the centres of MMJ or Tessi, which offer policy holders the same level of information and use the same tools as MMJ’s staff.

Tessi also extends its service with back office activities such as managing wrong addresses.


Advantages

    • Great flexibility to adapt to peaks in activity
    • An answering rate of 90% in less than 1 minute
    • Great satisfaction for policy holders (score higher than 8/10)
    • A reduction of 5-10% in operating costs


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