Management solutions
for the quality of customer experience
to implement effective action plan.

Evaluate your calls, e-mails, chats…
Collect satisfaction information throughout the client and employee's journey.
Define action plans to be implemented.

Colissimo

10 times fewer hours

of preparation
for monthly COPIL

Humanis

Very strong optimization

of actual training needs

Vente privée

+40% of evaluations

completed

They already use the hubicus solutions

SOFINCO
ENI
AUCHAN RETAIL
LOXAN
MEETIC
VITOGAZ
CCA
VENTE PRIVEE
VELUX
WONDERBOX
UGIPS
PMU
UGC
UWV
TER
PAGES JAUNES
VESTIAIRE CO
TEKSIAL
SNCF
SECURITAS
SHURGARD
SCHINDLER
RCI BANQUE
RATP
QUOTATIS
PREVOIR
PLASTIC OMNIUM
ORANGE BANQUE
VOYAGES SNCF
ORANGE
MUTAVIE
MNRA
MEZZO
MEILLEUR CONTACT
M6 BOUTIQUE
LYRECO
LE GROUPE LA POSTE
LANALDEN
LA REDOUTE
LA POSTE
LA POSTE MOBILE
LA BANQUE POSTALE
KUTXABANK
ISAI
IPG
INTELCIA
ING DIRECT
HUMANIS
GROUPAMA
FDJ
EXCELIA
EUROSPORT
EOVI MCD
EODOM
ENGIE
EDF
EDENRED
GROUPAMA BANQUE
DIREXI
DIRECT ASSURANCE
COYOTTE
CONSORT
COLISSIMO
CNAM
CHRONOPOST
CASTORAMA
CACF
BVA INFERENCE
APRIA
Bayard
AXA
ARAMIS
APIVIA
Bandai
Uspa
ACCEFIL
Séphora
Médicis
Fortuneo
Guillaume BENOIT

Guillaume BENOIT

In-house evaluations and evaluations by our service providers are supplemented by those made by Hubicus. This complementarity of evaluations by Hubicus is very relevant to remove all subjectivity and ensure a perfect homogeneity throughout Europe.

Outsourcer Manager - Customer Service - Vente Privée
Frédéric BERNARD

Frédéric BERNARD

Real-time access to our customers' opinions through Hubicus Feedback is a guarantee of autonomy, accountability, fairness and transparency for our consultants, whose significant part of the variable is impacted by the customer satisfaction score.

Customer Experience Director, Marketing and Communication- Chronopost
Chloé BEAUVALLET

Chloé BEAUVALLET

Used by the PMU's three internal contact centers, Hubicus Quality Report is "the tool" for measuring the quality delivered. Shared between consultants, supervisors and the quality team, it is a guarantee of homogeneity of the measures, promotes exchanges, establishes them on common criteria and thus helps individual progress.

Customer Relationship Manager - PMU

Evaluating the quality of the customer relationship is, for decision makers and service providers, one of the top priorities.

(Whitepaper « Agora des Directeurs de la Relation Client » june, 2015)

Hubicus provides a global offer of SaaS software, covering 3 complementary approaches:

Quality Monitoring

Compliance assessments
of the process

Feedback Management

Multi-channel hot topic polls.

Abilities

Knowledge quizzes and management
of employee skills.

Quality Monitoring

Process compliance assessments

  • 1

    Create your own criteria
    and evaluation grids

  • 2

    Choose the interactions you
    want to evaluate (telephone, e-mail,
    chat,...)

  • 3

    Evaluate and debrief

  • 4

    Analyze and share

  • Hubicus
    Hubicus Quality Monitoring offers a wide range of advanced features
    • Unlimited number of criteria
    • Customized weights and measurements
    • AFNOR EN 15838 certification standards
    • Accompanied or autonomous debriefing
    • Calibration
    • Direct access to quality assessment benchmarks
    • Qualification of context
    • Alerts
  • Hubicus Quality Monitoring includes a powerful real-time reporting tool:
    • Score by grid, media, contact pattern
    • Follow-up of evaluations
    • Score by criteria
    • Follow-up of evaluations
    • Statistics on debriefing and calibrations
    • Reporting adapted to AFNOR EN 15838 norms
    Hubicus Quality Monitoring is a fantastic collaborative tool:
    • Accessibility to all employee assessments
    • Sharing assessments
    • Organization of calibration sessions
  • Request a demo

Feedback Management

Multi-channel hot topic surveys.

  • 1

    Create your surveys

  • 2

    Add recipients
    (manually or automatically
    through our connectors)

  • 3

    Detect dissatisfaction

  • 4

    Analyze and share the results

  • Hubicus
    Hubicus Feedback offers a wide range of media to distribute your surveys :
    • E-mail
    • SMS
    • Integrated on your website
    • Telephone
    Hubicus Feedback allows you to automatically trigger surveys after customer contact:
    • With its different connectors, your survey recipients can be contacted immediately after contact with your customer relationship center, a store, an order.
  • Hubicus Feedback integrates a powerful real-time reporting tool:
    • Follow-up of campaign circulation (delivered, replied, spam...)
    • Score by store, team, employee
    • Score by question
    • Score by NPS type indicator, Satisfaction, CES,...
    • Research and analysis of written feedback
    Hubicus Feedback respects your customers :
    • Market pressure management
    • Purge responses depending on desired time period
    Hubicus Feedback is an extraordinary collaboration tool :
    • Access to all consultant or store manager surveys
    • Sending e-mail alerts for unsatisfied respondents for immediate processing
    • Sending regular summaries for marketing or operational circulation
  • Request a demo

Abilities

Knowledge quiz and
employee skills management

  • 1

    Create your quizz

  • 2

    Add recipients to
    users

  • 3

    Administer  the duration
    of the quiz and the reminders

  • 4

    Analyze et share the results

  • Hubicus
    Hubicus Abilities offers a wide range of features to ensure knowledge controls :
    • Unlimited quizzes and questions per quiz
    • Multiple responses
    • Insert images
    • Management of distribution by individual, per team...
    • Possible limitation of response time
    • Programming of quiz beginning and ending time
    • Availability of the right answers
    Hubicus Abilities integrates a powerful real-time reporting tool:
    • Follow-ups of circulation
    • Score by team, employee
    • Score by question
  • Request a demo
Connect

HUBICUS CONNECT: a set of connectors to save time and responsiveness


  • Automatic retrieval of records, e-mails,
    chat from your existing solutions
  • Synchronization of users with your business directory
  • Triggering satisfaction surveys from your CRM
  • Integrating data into your CRM or BI solution

Three steps in one solution
from 189 Euros HT per year and per user

EXTENDED SERVICES OFFER

Conseil

HUBICUS COUNCIL to have the best training and quality audit expertise


15
Quality Auditors
4
Mastered Languages
90 000
Assessments carried out each year by the Quality Auditors
223
Calibration sessions carried out each year by the Quality Auditors
25 000
mystery customer trials per year
  • Assigned quality assessments performed by our Quality Auditors
    for an external view
  • Training and accompaniment on changing procedures
    of Quality Monitoring and Feedback Management
  • Realization of Feedback
  • Satisfaction survey creation workshop
  • Evaluation grid creation workshop
  • Assessments and mystery customer trials in French, English, Italian and Spanish

OUR GUIDES

Benchmark of KPIs 2018

Upload white book - Benchmark of KPIs 2018
Find key figures to evaluate your customer service ! 
A study to compare you on the market.  

I want it
The quality Monitoring

Get the latest Quality Monitoring guide
and find out how to improve your assessment process.

I want it
Satisfaction client

Download the new Feedback Management Guide and discover how to master the measure of customer satisfaction.

I want it

About hubicus

Atypical by virtue of its role as a solutions publisher and consulting company, Hubicus assists its international clients daily in monitoring the quality of their customer experience. As a result of the merger of Viséo Conseil and Telemetris, Hubicus is the French leader of Quality Monitoring and a specialist in feedback management. The solutions available in SaaS and multilingual mode are used by more than 30,000 professionals. Hubicus publishes the solutions: myViséo, Telemetris QUALITY REPORT, Telemetris FEEDBACK REPORT.

Hubicus is a wholly-owned subsidiary of BVA Group. Hubicus, already solidly established in the Customer Experience (Data Satisfaction Survey, Data Science and Mystery Shopping), completes BVA's offering with a range of do-it-yourself tools and services, enabling you to gain autonomy and responsiveness. Our Addict Customer Relations team supports you in optimizing your quality and the associated action plans.

Our values

Responsiveness
Customer focus
Business agility

HUBICUS RECRUITING

If you have talent, good experience in customer relationship management or customer relationship centers  or you are a passionate software developer, then let us know  about your experiences, your ambitions… and meet up with us!

Hubicus recrute

Are you ready to act on your perceived and delivered quality ?