{"id":14253,"date":"2020-11-23T09:00:30","date_gmt":"2020-11-23T08:00:30","guid":{"rendered":"https:\/\/www.tessi.eu\/3-questions-a-philippe-berthoux-directeur-national-des-operations-pole-production-copy\/"},"modified":"2020-11-23T10:13:29","modified_gmt":"2020-11-23T09:13:29","slug":"3-questions-a-agnes-bosdarros-directrice-deleguee-pole-operations-et-services-clients","status":"publish","type":"post","link":"https:\/\/www.tessi.eu\/fr\/3-questions-a-agnes-bosdarros-directrice-deleguee-pole-operations-et-services-clients\/","title":{"rendered":"3 questions \u00e0&#8230; Agn\u00e8s Bosdarros, Directrice d\u00e9l\u00e9gu\u00e9e P\u00f4le Op\u00e9rations et Services Clients"},"content":{"rendered":"<p><strong>Agn\u00e8s Bosdarros, Directrice d\u00e9l\u00e9gu\u00e9e P\u00f4le Op\u00e9rations et Services Clients, pilote et manage les \u00e9quipes IT transverses (exp\u00e9rience clients, h\u00e9bergement, m\u00e9thode et qualit\u00e9). Elle g\u00e8re aussi l\u2019\u00e9dition logiciel sur la partie Document, Digital et Paiements (SEPA, EDI).<\/strong><br \/>\n<strong>Au total, elle encadre quelques 200 collaborateurs d\u00e9di\u00e9s aux \u00e9quipes supports et informatiques.<\/strong><\/p>\n<h3>Comment organisez-vous votre service pour faire face \u00e0 ce 2<sup>e<\/sup> confinement\u00a0?<\/h3>\n<p>Mes \u00e9quipes sont r\u00e9parties sur plusieurs sites : Bordeaux, Lyon, Boulogne-Billancourt et Saint-Etienne. Nous \u00e9tions donc d\u00e9j\u00e0 habitu\u00e9s \u00e0 la visio-conf\u00e9rence !<\/p>\n<p>Pour ce deuxi\u00e8me confinement, nous travaillons dans un souci de continuit\u00e9 de nos activit\u00e9s\u00a0avec la m\u00eame qualit\u00e9 de service pour nos clients. Des reportings r\u00e9guliers nous permettent de suivre les indicateurs sur lesquels nous nous appuyons pour ajuster et fiabiliser nos dispositifs.<\/p>\n<p>Nous avons propos\u00e9 \u00e0 nos collaborateurs \u00e9ligibles de repasser en t\u00e9l\u00e9travail 5 jours sur 5. Pour pallier certaines difficult\u00e9s rencontr\u00e9es lors du premier confinement, nous avons laiss\u00e9 nos centres ouverts afin de donner la possibilit\u00e9 aux personnes qui n\u2019ont pas les conditions satisfaisantes chez elles, de venir travailler sur site. Un roulement est organis\u00e9 afin de limiter au maximum les personnes pr\u00e9sentes et de garantir la s\u00e9curit\u00e9 de nos collaborateurs avec le respect des gestes barri\u00e8res.<\/p>\n<p>Nous sommes convaincus que la relation humaine doit \u00eatre prot\u00e9g\u00e9e et mettons tout en \u0153uvre pour prot\u00e9ger la sant\u00e9 physique et morale de nos salari\u00e9s. Ce n\u2019est qu\u2019\u00e0 ce prix que nous pourrons r\u00e9pondre \u00e0 la satisfaction client.<\/p>\n<h3>Dans quelles mesures le 1<sup>er<\/sup> confinement vous a permis de mieux appr\u00e9hender ce 2<sup>e<\/sup> confinement ? (exp\u00e9rience, r\u00e9activit\u00e9, process\/organisation\u2026)<\/h3>\n<p>Toutes les infrastructures techniques et les \u00e9quipes \u00e9taient d\u00e9j\u00e0 pr\u00eates. Lors du premier confinement, nous avions augment\u00e9 les lignes r\u00e9seaux et avions acquis du mat\u00e9riel informatique pour g\u00e9rer les urgences.\u00a0Les outils de communication interne existants avaient \u00e9t\u00e9 g\u00e9n\u00e9ralis\u00e9s \u00e0 l\u2019ensemble des salari\u00e9s.<\/p>\n<p>Nous avons donc remis en place le t\u00e9l\u00e9travail de mani\u00e8re tr\u00e8s rapide pour l\u2019ensemble des \u00e9quipes.<\/p>\n<p>Nous avons r\u00e9activ\u00e9 la Hotline pour accompagner nos collaborateurs de production et les \u00e9quipes supports. Un num\u00e9ro unique, ouvert tout au long de la journ\u00e9e, leur permet de poser leurs questions afin de r\u00e9aliser leur travail dans les meilleures conditions et \u00eatre pr\u00eats \u00e0 satisfaire nos clients.<\/p>\n<h3>Quel serait votre message pour vos clients\u00a0?<\/h3>\n<p>Encore plus dans ces temps difficiles, mes \u00e9quipes et moi-m\u00eame maintenons toutes nos prestations avec une qualit\u00e9 irr\u00e9prochable. Nous sommes plus motiv\u00e9es que jamais\u00a0!<\/p>\n<p>Je travaille avec les \u00e9quipes de la Direction de l\u2019exp\u00e9rience client et les responsables de la relation client pour poursuivre et amplifier les contacts avec nos clients. Un kit de communication personnalis\u00e9 a \u00e9galement \u00e9t\u00e9 \u00e9labor\u00e9. Chaque jour, un \u00ab bulletin m\u00e9t\u00e9o \u00bb est transmis aux clients pour les informer de l\u2019\u00e9volution de leur dossier et de l\u2019\u00e9tat de traitement des prestations r\u00e9alis\u00e9es par nos sites.<\/p>\n<p>Les r\u00e9unions de travail et les comit\u00e9s de pilotage (que ce soit c\u00f4t\u00e9 projet, h\u00e9bergement des clients ou centre de services) sont maintenues et sont pilot\u00e9es pour tenir les plannings et les engagements pris.<\/p>\n<p>Le sens du service et la satisfaction de nos clients sont inscrits dans l\u2019ADN de Tessi. Nous sommes centr\u00e9s sur vous, nos clients\u00a0! Nous sommes de tout c\u0153ur avec vous pendant cette p\u00e9riode difficile et nous vous remercions pour votre confiance.<\/p>\n","protected":false},"excerpt":{"rendered":"<p>Agn\u00e8s Bosdarros, Directrice d\u00e9l\u00e9gu\u00e9e P\u00f4le Op\u00e9rations et Services Clients, pilote et manage les \u00e9quipes IT transverses (exp\u00e9rience clients, h\u00e9bergement, m\u00e9thode et qualit\u00e9). Elle g\u00e8re aussi l\u2019\u00e9dition logiciel sur la partie Document, Digital et Paiements (SEPA, EDI). Au total, elle encadre quelques 200 collaborateurs d\u00e9di\u00e9s aux \u00e9quipes supports et informatiques. Comment organisez-vous votre service pour faire [&hellip;]<\/p>\n","protected":false},"author":11,"featured_media":14274,"comment_status":"closed","ping_status":"closed","sticky":false,"template":"","format":"standard","meta":{"_acf_changed":false,"footnotes":""},"categories":[47],"tags":[],"class_list":["post-14253","post","type-post","status-publish","format-standard","has-post-thumbnail","hentry","category-news"],"acf":[],"yoast_head":"<!-- This site is optimized with the Yoast SEO Premium plugin v22.3 (Yoast SEO v27.1.1) - https:\/\/yoast.com\/product\/yoast-seo-premium-wordpress\/ -->\n<title>3 questions \u00e0... 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