Management Office

Mr Issam Gharbi

Phone: +21627770230

Mr Mohsen Salah

Phone: +21624140309

General Business Activities

ARSELEN COMMUNICATION has been established as a Customer Support Provider

company in Tunisia, under the WAAD Universel Co Paris France. Our business model

is based on providing exceptional customer service support to companies all over the

world. Based on the decision of the company to expand our business network; we

have established this limited liability company in Paris. Recently we succeeded as a

part of the flourishing customer care management business. As a result, the strong

need in universal markets for a backup support requires a very sophisticated system

that we made our priority and we stand to offer the best services in several

languages.

Company Strategy

• Purpose To be a leader in customer service support industry by providing enhanced services, relationship and profitability.

• Vision To provide quality services that exceed the expectations of our esteemed customers.

• Mission statement To build long-term relationships with our customers and clients and provide exceptional customer services by pursuing business through innovation and advanced technology.

• Core values

• We believe in treating our customers with respect and faith.

• We grow through creativity, invention and innovation.

• We integrate honesty, integrity and business ethics into all

aspects of our business functioning

Goals

• Regio al e pa sio i the field of usto e a e management and develop a strong base of key customers.

• • I ease the assets a d i vest e ts of the o pa to support the development of services.

• • To uild good eputatio i the field of usto e a e management and become a key player in the industry.

Scope of Work

Arselen Communication conducts customer care support through the existing facilities in Tunisia. After years of smart investment and continuous perseverance, we gained an exceptional reputation in regional market. Nowadays, we own more than 7 call center facilities and we look for more prospective clients who want to work with us and share our unique experience.

Receiving calls

• Hot Li e

• Custo e Se vi es / consumers

• sta d Call Ma age e t • Changing of Standard

• Inter- and intra- training business

• • Ho e Te h i ues

• • Custo e Se vi e

• • Tele- prospecting

Making calls

• Tele-marketing , decision

• Appointment File Qualifications

• P oje t detections

• Satisfa tio surveys

Français

English

العربية

Italiano

Deutsch

Arselen Communication Key Numbers

+8 A top Management of +8

years in Customer service

• Certified in NF « Relation Client »

• Certified in RC COPC

+12% +12% growth between 2013 et 2014

2 2 pillar partnerships at

international level

AFEF OTHMAN

CEO ARSELEN COMMUNICATION Shared Services

Tunisia DSI

WFM HR

General Services

QA & Training Manager

QA Trainer

Pre-Sales & Sales

Program Manager

Inbound Calls Program

Manager

Back-office Program

Manager

Operations

Functions Support

Support Ops

3 Supervisors 1 operations unit

Manager

1 Programme Manager

• Monitoring performance and skills of contact responsible

• Monitoring the response and actions of the Supervision Team Internal corrective actions on deviations (objectives – results obtained)

• Monitoring of Customer Satisfaction

• In case of sudden absence of the incumbent , replacement is guaranteed within up to 2 hours.

• Multisite are formed from the establishment Site regularly when changes procedure.

• If programmed , responsible Operating inform you at the earliest and by email replacement and the name of the replacement.

IT partners & Used devices / Software

Présentation ARSELEN télécommunications

Physical security

Access Controls

Visitor Access

High Security Zone

CCTV Monitoring

X²²x

System Security

Windows Server Hardening

Linux Server Hardening

Windows Workstation Hardening

Active Directory Group Policy

Time Synchronization

Help Desk and Change Management tool

Help Desk Ticketing

Change Management Process

Business Monitoring

Business Continuity

Incident Management Plan

Emergency Response Plan

IT System Recovery

BCM exercising, maintaining and

reviewing BCM arrangements

Communication Begins Here