Colruyt group is the Belgian market leader in retail, encompassing major brands such as Colruyt (supermarket), Dreamland (toys and leisure goods), Dats 24 (filling stations), etc.
N-Allo is the exclusive partner for Colruyt’s internal contact centre, as well as for various of the group’s brands. Our work is based on an overflow model in which N-Allo staff deal with customer contacts autonomously. In concrete terms, this means that we aim for a first-time fix of at least 85%, regardless of the complexity of the interactions.
As with other of our clients, we use a flexible model. At peak times, such as during sales periods, we increase our staffing level tenfold. -Allo also used its extremely versatile range of customer services to support Colruyt when the group’s three million customers were switching to its umbrella X-tra card.