New breed of outsourcer on the blocks
The customer engagement and self-service business, CX Company, has partnered with the global recruitment and HR services business, Randstad, to create Randstad Customer Intelligence (RCI). The new business has opened its first customer engagement centre in Amsterdam, the Netherlands, with fifty multi-lingual staff supporting social media management and live-agent customer service for a major international client. Its ambition is to be a dominant player in the global omni-channel engagement business.
RCI offers 24-hour digital and social channel management and multi-lingual live-agent support for International businesses. Dirk Jan Dokman, CEO of CX Company, comments: “Self-service channels and social media are rapidly replacing the telephone as consumers’ channels of choice for customer service and sales. However, these channels must be supported by skilled and empowered agents that can engage proactively to create a complete customer experience. By providing self-service applications, social media management and live-agent interaction, the CX Company is helping organisations transition to genuine omni-channel customer engagement. Our partnership with Randstad, will accelerate our growth and our ability to serve an international client base.”
The partnership combines the CX Company’s expertise in self-service applications, digital and social channel management, plus live agent support with Randstad’s capability in the recruitment and management of staff for advanced customer management operations. RCI will operate under the leadership of Tobias Walraven as Managing Director. Walraven has over 20 years’ experience leading high-growth customer management operations and is credited as being the founder of the Dutch outsourced contact centre industry. He launched the first outsourced contact centre in the Netherlands, SNT, in 1985, which went on to become a €555m company. He is joined by Jaap van Gent as Operations Director. Van Gent is also Chief Financial Officer and a founder of CX Company.
In April RCI will expand into a larger facility in Amsterdam owned by the CX Company. The company expects growth to fuel the employment of 250 – 300 people by the close of 2015.