{"id":268,"date":"2024-11-22T22:30:15","date_gmt":"2024-11-22T21:30:15","guid":{"rendered":"https:\/\/oswego.eu\/?page_id=268"},"modified":"2026-08-04T10:30:17","modified_gmt":"2026-08-04T08:30:17","slug":"bpo","status":"publish","type":"page","link":"https:\/\/oswego.eu\/en\/bpo\/","title":{"rendered":"BPO"},"content":{"rendered":"<meta charset=\"UTF-8\">\n<meta name=\"viewport\" content=\"width=device-width, initial-scale=1.0\">\n<title>BPO &#8211; OswegO<\/title>\n<style>\n  :root{\n    --black:#252525;       \/* noir OswegO strict *\/\n    --offwhite:#f2f2f2;    \/* blanc cass\u00e9 OswegO strict *\/\n    --grey:#72706d;        \/* gris OswegO strict *\/\n    --red:#ff0000;         \/* rouge OswegO strict *\/\n    --border:#3a3a3a;\n  }\n  *{box-sizing:border-box;}\n  body{margin:0; font-family:Arial, Helvetica, sans-serif; color:var(--offwhite); line-height:1.65; background:var(--black);}\n  a{color:inherit;}\n  img{max-width:100%; display:block; border-radius:14px;}\n  .wrap{max-width:1080px; 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Voici ce que \u00e7a change pour vous.<\/h1>\n    <p>Apr\u00e8s plusieurs ann\u00e9es de croissance quasi continue, le march\u00e9 fran\u00e7ais de la relation client externalis\u00e9e a connu son premier vrai recul. Trois convictions, construites en croisant le barom\u00e8tre SP2C-EY, l&rsquo;\u00e9tude Qualtrics XM Institute et nos propres missions de terrain.<\/p>\n    <a class=\"btn\" href=\"https:\/\/bookings.cloud.microsoft\/bookwithme\/user\/c09acb872b9449c2bc2e99a7ecf94bb6@oswego.eu\/meetingtype\/PwTmFN4cbkKwsrIbRdJi5w2\">Prendre rendez-vous<\/a>\n  <\/div>\n  <div class=\"img-col\">\n    <img decoding=\"async\" src=\"https:\/\/i0.wp.com\/oswego.eu\/wp-content\/uploads\/2024\/11\/oo_card_18.png?resize=618%2C400&amp;ssl=1\" alt=\"\">\n  <\/div>\n<\/section>\n\n<div class=\"wrap\">\n  <blockquote>Dans un monde o\u00f9 l&rsquo;exp\u00e9rience client est un levier cl\u00e9 de diff\u00e9renciation, les centres de contact externalis\u00e9s jouent un r\u00f4le strat\u00e9gique. Qu&rsquo;il s&rsquo;agisse de r\u00e9duire les co\u00fbts, d&rsquo;am\u00e9liorer la qualit\u00e9 ou d&rsquo;accro\u00eetre l&rsquo;agilit\u00e9 op\u00e9rationnelle, des acteurs comme Teleperformance ou Foundever \u2014 deux leaders mondiaux n\u00e9s en France \u2014 illustrent la diversit\u00e9 des r\u00e9ponses possibles \u00e0 des besoins d&rsquo;entreprise vari\u00e9s.<\/blockquote>\n<\/div>\n\n<!-- QU'EST-CE QU'UN CALL CENTER -->\n<section class=\"wrap row\">\n  <div>\n    <h2>Qu&rsquo;est-ce qu&rsquo;un call center aujourd&rsquo;hui ?<\/h2>\n    <p>Chez OswegO, notre expertise du BPO nous permet d&rsquo;accompagner ces transformations complexes. Dans un secteur o\u00f9 l&rsquo;intelligence artificielle (IA) red\u00e9finit les pratiques et o\u00f9 les attentes des consommateurs \u00e9voluent rapidement, les centres de contact doivent conjuguer innovation technologique, valorisation humaine et efficacit\u00e9 op\u00e9rationnelle.<\/p>\n  <\/div>\n  <div class=\"img-col\">\n    <img decoding=\"async\" src=\"https:\/\/i0.wp.com\/oswego.eu\/wp-content\/uploads\/2024\/11\/oo_card_36.png?resize=618%2C400&amp;ssl=1\" alt=\"\">\n  <\/div>\n<\/section>\n\n<!-- EN FRANCE \/ TENDANCES -->\n<section class=\"wrap row\">\n  <div>\n    <h3>En France<\/h3>\n    <p>En 2025, le march\u00e9 fran\u00e7ais des centres de contact externalis\u00e9s recule de 1,4 % \u2014 sa premi\u00e8re vraie respiration depuis plusieurs ann\u00e9es de croissance quasi continue (Barom\u00e8tre SP2C-EY 2026). Cette inflexion n&rsquo;est pas un signal de fragilit\u00e9 : elle marque le passage d&rsquo;un march\u00e9 pilot\u00e9 par le volume \u00e0 un march\u00e9 pilot\u00e9 par la valeur.<\/p>\n  <\/div>\n  <div>\n    <h3>Ce que \u00e7a change<\/h3>\n    <p>Le t\u00e9l\u00e9phone reste le canal dominant, avec 73 % du chiffre d&rsquo;affaires du march\u00e9 \u2014 un niveau quasi stable, quand les canaux digitaux reculent nettement. Les centres de contact ne se limitent plus \u00e0 g\u00e9rer des appels : ils sont int\u00e9gr\u00e9s dans les strat\u00e9gies client globales, participant activement \u00e0 la fid\u00e9lisation et \u00e0 l&rsquo;acquisition.<\/p>\n  <\/div>\n<\/section>\n\n<!-- MINI CTA -->\n<section class=\"grey\">\n  <div class=\"wrap mini-cta\">\n    <h3>Start now!<\/h3>\n    <p>Contactez-nous aujourd&rsquo;hui pour en apprendre davantage sur nos offres de conseil en management op\u00e9rationnel.<\/p>\n    <a class=\"btn\" href=\"https:\/\/bookings.cloud.microsoft\/bookwithme\/user\/c09acb872b9449c2bc2e99a7ecf94bb6@oswego.eu\/meetingtype\/PwTmFN4cbkKwsrIbRdJi5w2\">\u2198\ufe0e Prendre rendez-vous<\/a>\n  <\/div>\n<\/section>\n\n<!-- DEFIS -->\n<section class=\"wrap\" style=\"padding-top:60px;\">\n  <h2>Quels sont les d\u00e9fis des acteurs BPO ?<\/h2>\n\n  <div class=\"icon-block\">\n    <div class=\"icon\">IA<\/div>\n    <div>\n      <h3>L&rsquo;int\u00e9gration de l&rsquo;intelligence artificielle<\/h3>\n      <p>L&rsquo;IA r\u00e9volutionne la gestion des op\u00e9rations en automatisant des t\u00e2ches r\u00e9p\u00e9titives, en am\u00e9liorant les pr\u00e9dictions et en personnalisant les interactions. Cependant, elle pose aussi des d\u00e9fis :<\/p>\n      <ul>\n        <li>\u00c9quilibre humain-machine : l&rsquo;IA ne remplace pas l&#8217;empathie humaine, cruciale dans les situations complexes ou \u00e9motionnelles.<\/li>\n        <li>Enjeux \u00e9thiques : la transparence et la protection des donn\u00e9es sont essentielles pour instaurer la confiance des consommateurs.<\/li>\n        <li>Formation des \u00e9quipes : les collaborateurs doivent ma\u00eetriser ces outils pour enrichir les interactions \u2014 pr\u00e8s d&rsquo;1 consommateur sur 5 ayant eu recours \u00e0 l&rsquo;IA en service client n&rsquo;en a retir\u00e9 aucun b\u00e9n\u00e9fice (Qualtrics XM Institute, 2026).<\/li>\n      <\/ul>\n    <\/div>\n  <\/div>\n\n  <div class=\"icon-block\">\n    <div class=\"icon\">90%<\/div>\n    <div>\n      <h3>L&rsquo;humain, premier capital du secteur<\/h3>\n      <p>90,4 % du chiffre d&rsquo;affaires du march\u00e9 repose encore sur des conseillers humains, hors usages de l&rsquo;IA (Barom\u00e8tre SP2C-EY 2026). Former les \u00e9quipes doit devenir un crit\u00e8re majeur de s\u00e9lection d&rsquo;un partenaire BPO \u2014 avant m\u00eame la technologie d\u00e9ploy\u00e9e.<\/p>\n    <\/div>\n  <\/div>\n\n  <div class=\"vs-block\">\n    <div class=\"vs-col\">\n      <div class=\"tag\">La vigilance<\/div>\n      <blockquote>\u00ab Je vais \u00eatre directe : l&rsquo;IA n&rsquo;est pas un sujet technologique. C&rsquo;est un sujet humain. Mal d\u00e9ploy\u00e9e, sans formation, elle \u00e9puise. \u00bb<\/blockquote>\n      <div class=\"who\">Ang\u00e9lique G\u00e9rard<\/div>\n      <div class=\"role\">Pr\u00e9sidente, STEM Academy<\/div>\n    <\/div>\n    <div class=\"vs-col dark\">\n      <div class=\"tag\">La confiance<\/div>\n      <blockquote>\u00ab Chez Foundever, l&rsquo;IA permet d&rsquo;augmenter nos conseillers. Ils gagnent en pr\u00e9cision et en rapidit\u00e9 dans leurs t\u00e2ches. \u00bb<\/blockquote>\n      <div class=\"who\">Vanessa Govi<\/div>\n      <div class=\"role\">VP Sales Operations, AI Adoption &amp; Marketing, Foundever<\/div>\n    <\/div>\n  <\/div>\n<\/section>\n\n<!-- COMMENT RENFORCER -->\n<section class=\"wrap row\" style=\"padding-top:70px;\">\n  <div>\n    <h2>Comment choisir le bon partenaire BPO en 2026 ?<\/h2>\n    <p>OswegO identifie trois convictions fondamentales, construites en croisant le barom\u00e8tre SP2C-EY, l&rsquo;\u00e9tude Qualtrics XM Institute et nos propres missions de terrain.<\/p>\n  <\/div>\n  <div class=\"img-col\">\n    <img decoding=\"async\" src=\"https:\/\/i0.wp.com\/oswego.eu\/wp-content\/uploads\/2024\/11\/oo_portrait_28.png?resize=319%2C478&amp;ssl=1\" alt=\"\">\n  <\/div>\n<\/section>\n\n<div class=\"wrap pillars\">\n  <div class=\"pillar\">\n    <div class=\"icon\">1<\/div>\n    <h3>Un amortisseur technologique<\/h3>\n    <p>Le BPO n&rsquo;a invent\u00e9 ni Internet, ni les r\u00e9seaux sociaux, ni l&rsquo;IA g\u00e9n\u00e9rative. Son r\u00f4le est d&rsquo;accompagner leur adoption chez ses clients, avec pr\u00e9cision et benchmark, au service de la performance CX.<\/p>\n  <\/div>\n  <div class=\"pillar\">\n    <div class=\"icon\">2<\/div>\n    <h3>La taille n&rsquo;est plus le seul crit\u00e8re<\/h3>\n    <p>Deux leaders mondiaux, Teleperformance et Foundever, sont n\u00e9s en France. Mais pour une marque nationale ou une ETI, la proximit\u00e9 et la sp\u00e9cialisation sectorielle p\u00e8sent d\u00e9sormais autant que la taille du groupe.<\/p>\n  <\/div>\n  <div class=\"pillar\">\n    <div class=\"icon\">3<\/div>\n    <h3>La formation avant la technologie<\/h3>\n    <p>Avec 90,4 % du CA encore port\u00e9 par des conseillers humains, la mont\u00e9e en comp\u00e9tences reste le premier levier de performance \u2014 avant m\u00eame le choix des outils.<\/p>\n  <\/div>\n<\/div>\n\n<!-- CAS CLIENT -->\n<section class=\"grey\">\n  <div class=\"wrap row reverse case\" style=\"padding-top:70px;\">\n    <div>\n      <h2>R\u00e9tablir la performance d&rsquo;un leader mondial du BPO<\/h2>\n      <h3 style=\"margin-top:20px;\">R\u00e9inventer la t\u00e9l\u00e9vente pour garantir le succ\u00e8s<\/h3>\n      <p>Face \u00e0 une baisse de qualit\u00e9 et de r\u00e9sultats, nous avons men\u00e9 une \u00e9valuation approfondie avant de prendre la direction des op\u00e9rations pendant trois mois. En revenant aux fondamentaux du management, en optimisant le Workforce Management (WFM) et en r\u00e9organisant les processus RH, nous avons redress\u00e9 la situation.<\/p>\n      <p>Les r\u00e9sultats ont \u00e9t\u00e9 imm\u00e9diats :<\/p>\n      <ul>\n        <li>Confiance restaur\u00e9e aupr\u00e8s des collaborateurs<\/li>\n        <li>Performances sup\u00e9rieures aux attentes initiales<\/li>\n        <li>D\u00e9ploiement global des pratiques test\u00e9es dans ce centre de contact par notre client<\/li>\n      <\/ul>\n      <a class=\"btn-outline\" href=\"https:\/\/oswego.eu\/en\/bpo-management\/\">\u2198\ufe0e Find out more<\/a>\n    <\/div>\n    <div class=\"img-col\">\n      <img decoding=\"async\" src=\"https:\/\/i0.wp.com\/oswego.eu\/wp-content\/uploads\/2024\/11\/oo_portrait_27.png?resize=319%2C478&amp;ssl=1\" alt=\"\">\n    <\/div>\n  <\/div>\n<\/section>\n\n<div class=\"wrap mini-cta\">\n  <h3>Relever les prochains d\u00e9fis de l&rsquo;exp\u00e9rience client avec les meilleurs profils<\/h3>\n  <p>D\u00e9finir ensemble le plan d&rsquo;action pour assurer la continuit\u00e9 et l&rsquo;am\u00e9lioration de vos op\u00e9rations client.<\/p>\n  <a class=\"btn-outline\" href=\"https:\/\/oswego.eu\/en\/management\/\">\u2198\ufe0e D\u00e9couvrir la practice OswegO Management<\/a>\n<\/div>\n\n<!-- CONCLUSION -->\n<section class=\"wrap row\">\n  <div>\n    <h2>D\u00e9finir quel sera le BPO de demain<\/h2>\n    <p>Le secteur des centres de contact externalis\u00e9s est \u00e0 un tournant : apr\u00e8s une d\u00e9cennie de croissance quasi continue, 2025 marque sa premi\u00e8re vraie respiration. Un rapport isol\u00e9 donne un chiffre ; le croiser avec d&rsquo;autres sources donne une conviction. C&rsquo;est cette approche \u00e0 360\u00b0 qui doit d\u00e9sormais guider le choix d&rsquo;un partenaire BPO.<\/p>\n    <p>Pour approfondir, prenez contact avec OswegO afin d&rsquo;\u00e9tudier ensemble vos enjeux.<\/p>\n  <\/div>\n  <div class=\"img-col\">\n    <img decoding=\"async\" src=\"https:\/\/i0.wp.com\/oswego.eu\/wp-content\/uploads\/2024\/11\/oo_card_22.png?resize=618%2C400&amp;ssl=1\" alt=\"\">\n  <\/div>\n<\/section>\n\n<!-- TALKS \/ LIVRE BLANC -->\n<div class=\"wrap talk-book\">\n  <div class=\"card\">\n    <h3>Oswego Talks<\/h3>\n    <p>Discover all the stakes involved in an audit of customer relations and customer service in companies.<\/p>\n    <a class=\"btn-outline\" href=\"https:\/\/www.youtube.com\/@OswegO4CX\/featured\">Acc\u00e9der au podcast<\/a>\n  <\/div>\n  <div class=\"card\">\n    <h3>Livre Blanc BPO 2026<\/h3>\n    <p>35 pages. 9 profils d&rsquo;acteurs. Trois convictions, donn\u00e9es \u00e0 l&rsquo;appui \u2014 explorez le contexte et les enjeux du secteur BPO de A \u00e0 Z.<\/p>\n    <a class=\"btn\" href=\"https:\/\/bb6d17e9.sibforms.com\/serve\/MUIFAFQcQlLW1knO3aJiheRjcJjkKPrEGNBdqr84gd0K-quEHk8Yk2WA-50fLOgM3KimTwuXig6WWyZBCQWiJZHDwePshWbxMaByQf5gu9OAAU3O8e91SsKgms2eyscOXCLLhZ_SATxyV6O9dcrxRY7ZEUv5ALWrF8Du3PbcHyPkUfjs-oZNTOHZlnvsDZLEzgBlkJ9WueqzZfQi\">T\u00e9l\u00e9charger le livre blanc<\/a>\n  <\/div>\n  <div class=\"card\">\n    <h3>Strat\u00e9gie de localisation<\/h3>\n    <p>\u00c9dition 2026 \u2014 Nearshore, offshore, onshore : comment arbitrer la localisation de vos op\u00e9rations client.<\/p>\n    <a class=\"btn\" href=\"https:\/\/bb6d17e9.sibforms.com\/serve\/MUIFABciP-KGWxiAObCJnnqzBAGfav8S6Lq8vGO363ywK4ktPcMBRCi9CNBNmBnHB-QSPj608WMv8qdUpLo12-2pfY0Ww0d08cuP8B-aZQllzagua1s80tCBLoHXz90q5xnD5hIvvivm7hklkQqxdHputjCKkiWSughnpGsEcGj6LMwzbKHlMDsz2-5_VShu9sHh_IUHZcTvv7HR\">T\u00e9l\u00e9charger le guide<\/a>\n  <\/div>\n<\/div>\n\n<!-- CONTACT -->\n<section class=\"contact\">\n  <div class=\"wrap\">\n    <h2 style=\"color:#fff;\">Contact<\/h2>\n    <p style=\"color:#c9c7c3;\">Prendre contact : discutons ensemble de vos besoins en exp\u00e9rience client.<\/p>\n    <a class=\"btn\" href=\"https:\/\/bookings.cloud.microsoft\/bookwithme\/user\/c09acb872b9449c2bc2e99a7ecf94bb6@oswego.eu\/meetingtype\/PwTmFN4cbkKwsrIbRdJi5w2\">Prendre rendez-vous<\/a>\n  <\/div>\n<\/section>","protected":false},"excerpt":{"rendered":"<p>L&rsquo;audit op\u00e9rationnel et \u00e9conomique permet d&rsquo;optimiser le service client et les centres de contact en identifiant des leviers de performance. En analysant plus de 250 points de contr\u00f4le, cette m\u00e9thodologie offre des recommandations concr\u00e8tes pour am\u00e9liorer la rentabilit\u00e9, r\u00e9duire les co\u00fbts et \u00e9tablir un plan d&rsquo;action structur\u00e9 et prioris\u00e9.<\/p>","protected":false},"author":257993084,"featured_media":0,"parent":0,"menu_order":0,"comment_status":"closed","ping_status":"closed","template":"","meta":{"_bbp_topic_count":0,"_bbp_reply_count":0,"_bbp_total_topic_count":0,"_bbp_total_reply_count":0,"_bbp_voice_count":0,"_bbp_anonymous_reply_count":0,"_bbp_topic_count_hidden":0,"_bbp_reply_count_hidden":0,"_bbp_forum_subforum_count":0,"om_disable_all_campaigns":false,"_monsterinsights_skip_tracking":false,"_wpcom_ai_launchpad_about_page":false,"_wpcom_ai_launchpad_gallery_page":false,"_wpcom_ai_launchpad_contact_page":false,"_wpcom_ai_launchpad_events_page":false,"_wpcom_ai_launchpad_video_page":false,"_wpcom_ai_launchpad_portfolio_piece":false,"footnotes":"","_members_access_role":[],"_members_access_error":""},"class_list":["post-268","page","type-page","status-publish","hentry"],"aioseo_notices":[],"aioseo_head":"\n\t\t<!-- All in One SEO 5.0.1.1 - aioseo.com -->\n\t<meta name=\"description\" content=\"BPO - OswegO BPO le march\u00e9 du BPO change de nature. 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