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Orange achieves the Social Responsibility label for its call centers in France


Paris, Orange has been awarded the Social Responsibility label for two years, the first telecommunications operator to achieve this recognition
This social responsibility label recognizes the efforts made by the customer relations centers to continuously improve working conditions for helpline advisors, as well as the quality of their services

recognition of responsible social practices
Awarded by the French association for the promotion and development of social responsibility (ALRS), the label recognizes the quality of Orange’s social practices. More specifically, it highlights the efforts made to redeploy staff and ensure their loyalty, as well as the integration of disabled staff. It also factors in the solutions adopted to strengthen employees’ skills and recognizes the positive results achieved through actions to integrate employee satisfaction more effectively. At the same time, it invites Orange to continue with its training programmes for all employees. In particular, it emphasized the need for more behavioral training on how to handle difficult situations.
For Orange, the Social Responsibility label rewards its efforts to make call center professions more appealing
The quality of its customer relations represents one of Orange’s priorities for both customers and staff. That is why Orange is working in particular to consolidate its employees’ skills, fostering a friendly environment within its call centers and guaranteeing individual and collective recognition for its staff.

Orange call centers covered by the label and the assessment method used
Ernst & Young, the firm which carried out the audit, selected 15 of Orange’s 29 call center sites in France in the following areas: commercial assistance (1014/retail; 1016/professionals), assistance for internet users (3900/retail; 3901/professionals), mobiles (700) and directory enquiries (118 712).
The first audit phase involved answering a questionnaire looking at the human resources processes, population diversity, working conditions, social dialogue and the company’s social responsibility policy. Confidential interviews were then carried out with three types of players: staff representative bodies, managers and employees from the sites audited, representing the various employee profiles (full-time, part-time advisors, disabled staff, managers, business support, junior and senior staff).

the Social Responsibility label has been awarded since the end of 2004
This label was launched by the French customer relations association (AFRC) and the professional contact centre union (SP2C), in partnership with the main national trade union organizations, the French directorate general for employment and professional training(DGEFP) and the then French minister for social cohesion, Jean Louis Borloo.


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