Sqwad runs contact centres with agents working from home, on behalf of its clients and across several countries. To give each agent a local number within minutes and track every call in its own tools, the team added Onoff Business to its stack.
“Being able to switch numbers this easily is essential for our prospecting.” Mehdi Mortreu, Sales Director, Sqwad.
The context: a fully remote contact centre
Sqwad is reinventing sales and customer care outsourcing, both digital and face to face. In under four years, the company has risen to become one of France’s leading outsourcers, thanks to three strengths:
- an unlimited pool of agents, made possible by remote working;
- expert middle management that stays close to clients’ decision-makers;
- data-driven management enhanced by AI.
As a result, every assignment gets the right expertise at the right price, and every operation is closely monitored.
No shared office? Sqwad turns that into an advantage, thanks to data and its in-house platform, Sqwad 360. Every day, it answers the key questions of the business: who’s working, who’s doing what, what value is being created, and to what standard.
“We turn the spoken exchanges of traditional sales and customer service floors into usable data, down to the smallest KPI, minute by minute.” – Mehdi Mortreu.
And on every campaign, the phone is central: agents make and take calls on behalf of clients, sometimes from outside France.
“Our job is to be the voice of our clients. For operations this sensitive, we need reliable tools and responsive teams, including in our clients’ own countries.” – Mehdi Mortreu.
The challenge: two blind spots
Sqwad uses several telephony solutions, chosen according to the scope of each client. Yet two needs were still poorly covered.
- Calling abroad. To reach contacts in the United States or Spain, each agent needed a local number that was easy to activate, with no new SIM card.
- Reaching the agents. The operations team called them from their personal numbers, and could no longer switch off in the evenings or at weekends.
The solution: a business number, in the right country, on the agent’s phone
Sqwad was looking for a number an agent could activate instantly, in the country of their choice, with call quality on a par with its other tools. The team also uses it as a second number for its own conversations with clients.
“It’s an easy number to activate, with no other SIM card to install, and very simple for our agents to use. Within five minutes, you can already make calls.” – Alexandre, Launcher Manager, Sqwad.
Up and running in no time. Once the account is created, the first call follows a few minutes later.
The connection to the in-house CRM, and to some clients’ CRMs, was made via the API with almost no hand-holding: the online documentation was all the tech team needed.
“Nothing’s perfect, but in terms of speed, we’re very close to 10/10. We didn’t need much help: everything was clearly explained on the website. We sent the link to our tech team, and the connection was quick and easy.” – Alexandre.
The results
- A full working day saved every month. Every day, around twenty fewer minutes are lost switching between lines. Added up, that’s roughly 7 hours per agent per month.
- Evenings and weekends protected. Agents no longer call the operations team on their personal numbers.
- Data without re-entry. Call information flows straight into the CRM, alongside the rest of the activity.
- A stable solution, responsive support. There are no quality issues on the team’s own calls. For agents, only their internet connection can occasionally play a part. Questions get an immediate acknowledgement and a reply within 24 hours.
For Sqwad, Onoff Business really comes into its own for prospecting and sales, in France and abroad.
"Since we got business numbers, I’ve added years to my life: no more answering agents in the evenings or at weekends.” – Alexandre.
Today, Sqwad relies on Onoff Business for its prospecting and sales activities, in France and internationally.
“Performance, smoothness, comfort. For sales work, it’s a must.” – Mehdi.