Telenet group strengthens collaboration with strategic partners to further enhance customer experience.
Mechelen, December 4, 2024. Telenet group announced two strategic transformations today. From May 1, 2025 the company’s call center operations will be adapted with the specific aim of providing customers with an even more proactive and personalized customer experience. IT operations will also continue to be streamlined from that date. In order to achieve these ambitions, Telenet group is entering into agreements with Teleperformance for its customer service department and with Infosys and Accenture for its IT department. These changes represent another step in preparing Telenet group for the future in a rapidly evolving digital world.
Ongoing transformation of customer services to deliver a more personalized service
To process the more than 26,000 daily contacts with consumers and self-employed individuals more efficiently and to provide customers with a tailored service, Telenet group continues to focus on a digital customer service for routine questions. This gives call center staff more time to handle and resolve more complex customer inquiries. To this end the Telenet group is developing an in-house expertise center over time that will act as the central hub for specific support for customers with complicated service questions.
If a customer still wishes to discuss basic questions with a member of staff, they will still be able to do so. All of these activities will be entrusted to partners from May 1, 2025. To this end Telenet group will enter into an agreement with Teleperformance - in addition to its existing partner WEngage - and transfer 200 call center employees to this global operator in customer service activities. The company would like to emphasize that a partnership with Teleperformance will offer its employees more growth opportunities and career development prospects.
Further streamlining of IT services for software delivery
Telenet group will also continue to simplify the way it works with IT partners and reduce the number of suppliers for software delivery activities, which is why the company will henceforth only work with Infosys and Accenture as core partners for software development. Infosys oversees the lion’s share of software activities, including development and IT application and infrastructure operations. Accenture will manage the overall software development within the Digital & Data domain. This delineation of responsibilities facilitates rapid adjustment to evolving technologies and provides access to top talent when needed. As part of this new set-up 79 employees will be transferred from the Telenet group to Infosys and Accenture.
Next steps
Talks with social partners will begin in the coming days. The transfer of employees is scheduled for May 1 and will take place in respect of CLA 32bis. The organization would like to emphasize that it approaches these changes with the utmost consideration and care for its employees and will ensure that all employees concerned are guided through the proposed transitions in the best way possible.
