{"id":1102,"date":"2026-07-14T19:40:15","date_gmt":"2026-07-14T19:40:15","guid":{"rendered":"https:\/\/armcom.ca\/?p=1102"},"modified":"2026-07-21T19:10:43","modified_gmt":"2026-07-21T19:10:43","slug":"centre-de-surveillance-competent","status":"publish","type":"post","link":"https:\/\/armcom.ca\/fr\/responsible-monitoring-centre\/","title":{"rendered":"Qu'est-ce qui caract\u00e9rise un centre de surveillance fiable ? 4 crit\u00e8res que tout concessionnaire canadien devrait prendre en compte"},"content":{"rendered":"<div data-elementor-type=\"wp-post\" data-elementor-id=\"1102\" class=\"elementor elementor-1102\" data-elementor-post-type=\"post\">\n\t\t\t\t\t\t<section class=\"elementor-section elementor-top-section elementor-element elementor-element-6ca57b5a elementor-section-boxed elementor-section-height-default elementor-section-height-default\" data-id=\"6ca57b5a\" data-element_type=\"section\" data-e-type=\"section\" data-settings=\"{&quot;background_background&quot;:&quot;classic&quot;}\">\n\t\t\t\t\t\t\t<div class=\"elementor-background-overlay\"><\/div>\n\t\t\t\t\t\t\t<div class=\"elementor-container elementor-column-gap-default\">\n\t\t\t\t\t<div class=\"elementor-column elementor-col-66 elementor-top-column elementor-element elementor-element-70658cff\" data-id=\"70658cff\" data-element_type=\"column\" data-e-type=\"column\" data-settings=\"{&quot;background_background&quot;:&quot;classic&quot;}\">\n\t\t\t<div class=\"elementor-widget-wrap elementor-element-populated\">\n\t\t\t\t\t<div class=\"elementor-background-overlay\"><\/div>\n\t\t\t\t\t\t<div class=\"elementor-element elementor-element-2bcf5507 elementor-widget elementor-widget-heading\" data-id=\"2bcf5507\" data-element_type=\"widget\" data-e-type=\"widget\" data-widget_type=\"heading.default\">\n\t\t\t\t<div class=\"elementor-widget-container\">\n\t\t\t\t\t<h1 class=\"elementor-heading-title elementor-size-default\">Qu'est-ce qui caract\u00e9rise un centre de surveillance fiable ? 4 crit\u00e8res que tout concessionnaire canadien devrait prendre en compte <\/h1>\t\t\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t\t\t<div class=\"elementor-element elementor-element-5ac75ef5 elementor-widget elementor-widget-text-editor\" data-id=\"5ac75ef5\" data-element_type=\"widget\" data-e-type=\"widget\" data-widget_type=\"text-editor.default\">\n\t\t\t\t<div class=\"elementor-widget-container\">\n\t\t\t\t\t\t\t\t\t<p><span class=\"TextRun SCXW262850079 BCX8\" lang=\"EN-CA\" xml:lang=\"EN-CA\" data-contrast=\"auto\"><span class=\"NormalTextRun SCXW262850079 BCX8\">Lorsque vous vous associez \u00e0 un centre de surveillance, vous ne vous contentez pas d'externaliser le traitement des signaux : vous confiez la s\u00e9curit\u00e9 de vos abonn\u00e9s et la r\u00e9putation de votre entreprise. C'est pourquoi le terme \u201c responsable \u201d est l'un des plus importants de ce secteur, m\u00eame s'il figure rarement dans les fiches techniques.<\/span><\/span><\/p>\t\t\t\t\t\t\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t\t\t\t<\/div>\n\t\t<\/div>\n\t\t\t\t<div class=\"elementor-column elementor-col-33 elementor-top-column elementor-element elementor-element-7c99e659\" data-id=\"7c99e659\" data-element_type=\"column\" data-e-type=\"column\">\n\t\t\t<div class=\"elementor-widget-wrap\">\n\t\t\t\t\t\t\t<\/div>\n\t\t<\/div>\n\t\t\t\t\t<\/div>\n\t\t<\/section>\n\t\t\t\t<section class=\"elementor-section elementor-top-section elementor-element elementor-element-24e791c9 elementor-section-boxed elementor-section-height-default elementor-section-height-default\" data-id=\"24e791c9\" data-element_type=\"section\" data-e-type=\"section\">\n\t\t\t\t\t\t<div class=\"elementor-container elementor-column-gap-default\">\n\t\t\t\t\t<div class=\"elementor-column elementor-col-100 elementor-top-column elementor-element elementor-element-3330c2af\" data-id=\"3330c2af\" data-element_type=\"column\" data-e-type=\"column\">\n\t\t\t<div class=\"elementor-widget-wrap elementor-element-populated\">\n\t\t\t\t\t\t<div class=\"elementor-element elementor-element-4bc701df elementor-widget elementor-widget-spacer\" data-id=\"4bc701df\" data-element_type=\"widget\" data-e-type=\"widget\" data-widget_type=\"spacer.default\">\n\t\t\t\t<div class=\"elementor-widget-container\">\n\t\t\t\t\t\t\t<div class=\"elementor-spacer\">\n\t\t\t<div class=\"elementor-spacer-inner\"><\/div>\n\t\t<\/div>\n\t\t\t\t\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t\t\t<div class=\"elementor-element elementor-element-4c8553d4 elementor-widget elementor-widget-text-editor\" data-id=\"4c8553d4\" data-element_type=\"widget\" data-e-type=\"widget\" data-widget_type=\"text-editor.default\">\n\t\t\t\t<div class=\"elementor-widget-container\">\n\t\t\t\t\t\t\t\t\t<p><span class=\"TextRun SCXW239071019 BCX8\" lang=\"EN-CA\" xml:lang=\"EN-CA\" data-contrast=\"auto\"><span class=\"NormalTextRun SCXW239071019 BCX8\">Donc<\/span><span class=\"NormalTextRun SCXW239071019 BCX8\">,<\/span><span class=\"NormalTextRun SCXW239071019 BCX8\">\u00a0quoi\u00a0<\/span><span class=\"NormalTextRun SCXW239071019 BCX8\">s\u00e9pare en r\u00e9alit\u00e9<\/span><span class=\"NormalTextRun SCXW239071019 BCX8\">\u00a0Comment distinguer un centre de surveillance responsable de celui qui se contente de cocher des cases ? Chez Armstrongs,\u00a0<\/span><span class=\"NormalTextRun SCXW239071019 BCX8\">une soci\u00e9t\u00e9 du groupe Becklar,\u00a0<\/span><span class=\"NormalTextRun SCXW239071019 BCX8\">Nous pensons que cela repose sur quatre piliers :<\/span><\/span><span class=\"TextRun SCXW239071019 BCX8\" lang=\"EN-CA\" xml:lang=\"EN-CA\" data-contrast=\"auto\"><span class=\"NormalTextRun SCXW239071019 BCX8\">les personnes, la culture, les licenciements \u00e9conomiques et l'automatisation.<\/span><\/span><span class=\"TextRun SCXW239071019 BCX8\" lang=\"EN-CA\" xml:lang=\"EN-CA\" data-contrast=\"auto\"><span class=\"NormalTextRun SCXW239071019 BCX8\">\u202fVoici comment, selon nous, les concessionnaires canadiens devraient \u00e9valuer chacun d'entre eux avant de choisir un partenaire de surveillance.<\/span><\/span><span class=\"EOP Selected SCXW239071019 BCX8\" data-ccp-props=\"{}\">\u00a0<\/span><\/p>\t\t\t\t\t\t\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t\t\t\t<\/div>\n\t\t<\/div>\n\t\t\t\t\t<\/div>\n\t\t<\/section>\n\t\t\t\t<section class=\"elementor-section elementor-top-section elementor-element elementor-element-7f58cd45 elementor-section-boxed elementor-section-height-default elementor-section-height-default\" data-id=\"7f58cd45\" data-element_type=\"section\" data-e-type=\"section\">\n\t\t\t\t\t\t<div class=\"elementor-container elementor-column-gap-default\">\n\t\t\t\t\t<div class=\"elementor-column elementor-col-100 elementor-top-column elementor-element elementor-element-3d4f6f6d\" data-id=\"3d4f6f6d\" data-element_type=\"column\" data-e-type=\"column\">\n\t\t\t<div class=\"elementor-widget-wrap elementor-element-populated\">\n\t\t\t\t\t\t<div class=\"elementor-element elementor-element-786bda98 elementor-widget elementor-widget-heading\" data-id=\"786bda98\" data-element_type=\"widget\" data-e-type=\"widget\" data-widget_type=\"heading.default\">\n\t\t\t\t<div class=\"elementor-widget-container\">\n\t\t\t\t\t<h2 class=\"elementor-heading-title elementor-size-default\">1. Les personnes : la voix derri\u00e8re chaque signal <\/h2>\t\t\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t\t\t<div class=\"elementor-element elementor-element-37134dc7 elementor-widget elementor-widget-text-editor\" data-id=\"37134dc7\" data-element_type=\"widget\" data-e-type=\"widget\" data-widget_type=\"text-editor.default\">\n\t\t\t\t<div class=\"elementor-widget-container\">\n\t\t\t\t\t\t\t\t\t<p>Les op\u00e9rateurs de votre centre de surveillance sont souvent la seule voix humaine que vos abonn\u00e9s entendent de la part de votre entreprise. En cas d'urgence, cette voix doit \u00eatre calme, claire et assur\u00e9e, car la mani\u00e8re dont un op\u00e9rateur g\u00e8re ces 30 premi\u00e8res secondes peut influencer l'opinion qu'un abonn\u00e9 se fera de votre entreprise pendant des ann\u00e9es.<\/p>\t\t\t\t\t\t\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t\t\t<div class=\"elementor-element elementor-element-62bc774 elementor-widget elementor-widget-heading\" data-id=\"62bc774\" data-element_type=\"widget\" data-e-type=\"widget\" data-widget_type=\"heading.default\">\n\t\t\t\t<div class=\"elementor-widget-container\">\n\t\t\t\t\t<h2 class=\"elementor-heading-title elementor-size-default\">Les questions \u00e0 poser lors de l'\u00e9valuation d'un partenaire de surveillance<\/h2>\t\t\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t\t\t<div class=\"elementor-element elementor-element-c4dd7f6 elementor-icon-list--layout-traditional elementor-list-item-link-full_width elementor-widget elementor-widget-icon-list\" data-id=\"c4dd7f6\" data-element_type=\"widget\" data-e-type=\"widget\" data-widget_type=\"icon-list.default\">\n\t\t\t\t<div class=\"elementor-widget-container\">\n\t\t\t\t\t\t\t<ul class=\"elementor-icon-list-items\">\n\t\t\t\t\t\t\t<li class=\"elementor-icon-list-item\">\n\t\t\t\t\t\t\t\t\t\t\t<span class=\"elementor-icon-list-icon\">\n\t\t\t\t\t\t\t<i aria-hidden=\"true\" class=\"fas fa-check\"><\/i>\t\t\t\t\t\t<\/span>\n\t\t\t\t\t\t\t\t\t\t<span class=\"elementor-icon-list-text\">Comment se d\u00e9roule le processus de recrutement ?<\/span>\n\t\t\t\t\t\t\t\t\t<\/li>\n\t\t\t\t\t\t\t\t<li class=\"elementor-icon-list-item\">\n\t\t\t\t\t\t\t\t\t\t\t<span class=\"elementor-icon-list-icon\">\n\t\t\t\t\t\t\t<i aria-hidden=\"true\" class=\"fas fa-check\"><\/i>\t\t\t\t\t\t<\/span>\n\t\t\t\t\t\t\t\t\t\t<span class=\"elementor-icon-list-text\">Comment s'entra\u00eenent-ils ?<\/span>\n\t\t\t\t\t\t\t\t\t<\/li>\n\t\t\t\t\t\t\t\t<li class=\"elementor-icon-list-item\">\n\t\t\t\t\t\t\t\t\t\t\t<span class=\"elementor-icon-list-icon\">\n\t\t\t\t\t\t\t<i aria-hidden=\"true\" class=\"fas fa-check\"><\/i>\t\t\t\t\t\t<\/span>\n\t\t\t\t\t\t\t\t\t\t<span class=\"elementor-icon-list-text\">Comment contribuent-elles \u00e0 soutenir les performances des op\u00e9rateurs sur le long terme ?<\/span>\n\t\t\t\t\t\t\t\t\t<\/li>\n\t\t\t\t\t\t\t\t<li class=\"elementor-icon-list-item\">\n\t\t\t\t\t\t\t\t\t\t\t<span class=\"elementor-icon-list-icon\">\n\t\t\t\t\t\t\t<i aria-hidden=\"true\" class=\"fas fa-check\"><\/i>\t\t\t\t\t\t<\/span>\n\t\t\t\t\t\t\t\t\t\t<span class=\"elementor-icon-list-text\">Peuvent-ils s'adresser \u00e0 leurs abonn\u00e9s dans la langue dans laquelle ceux-ci se sentent le plus \u00e0 l'aise ?<\/span>\n\t\t\t\t\t\t\t\t\t<\/li>\n\t\t\t\t\t\t<\/ul>\n\t\t\t\t\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t\t\t\t<\/div>\n\t\t<\/div>\n\t\t\t\t\t<\/div>\n\t\t<\/section>\n\t\t\t\t<section class=\"elementor-section elementor-top-section elementor-element elementor-element-86d49bb elementor-section-boxed elementor-section-height-default elementor-section-height-default\" data-id=\"86d49bb\" data-element_type=\"section\" data-e-type=\"section\">\n\t\t\t\t\t\t<div class=\"elementor-container elementor-column-gap-default\">\n\t\t\t\t\t<div class=\"elementor-column elementor-col-100 elementor-top-column elementor-element elementor-element-f444426\" data-id=\"f444426\" data-element_type=\"column\" data-e-type=\"column\">\n\t\t\t<div class=\"elementor-widget-wrap elementor-element-populated\">\n\t\t\t\t\t\t<div class=\"elementor-element elementor-element-dc596ee elementor-widget elementor-widget-heading\" data-id=\"dc596ee\" data-element_type=\"widget\" data-e-type=\"widget\" data-widget_type=\"heading.default\">\n\t\t\t\t<div class=\"elementor-widget-container\">\n\t\t\t\t\t<h2 class=\"elementor-heading-title elementor-size-default\">Chez Armstrongs<\/h2>\t\t\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t<div class=\"elementor-element elementor-element-ea6ff1d e-grid e-con-full e-con e-child\" data-id=\"ea6ff1d\" data-element_type=\"container\" data-e-type=\"container\">\n\t\t\t\t<div class=\"elementor-element elementor-element-ed90f06 elementor-view-default elementor-position-block-start elementor-mobile-position-block-start elementor-widget elementor-widget-icon-box\" data-id=\"ed90f06\" data-element_type=\"widget\" data-e-type=\"widget\" data-widget_type=\"icon-box.default\">\n\t\t\t\t<div class=\"elementor-widget-container\">\n\t\t\t\t\t\t\t<div class=\"elementor-icon-box-wrapper\">\n\n\t\t\t\t\t\t<div class=\"elementor-icon-box-icon\">\n\t\t\t\t<span  class=\"elementor-icon\">\n\t\t\t\t<i aria-hidden=\"true\" class=\"fas fa-hand-holding-heart\"><\/i>\t\t\t\t<\/span>\n\t\t\t<\/div>\n\t\t\t\n\t\t\t\t\t\t<div class=\"elementor-icon-box-content\">\n\n\t\t\t\t\t\t\t\t\t<h3 class=\"elementor-icon-box-title\">\n\t\t\t\t\t\t<span  >\n\t\t\t\t\t\t\tUn recrutement ax\u00e9 sur l'empathie\t\t\t\t\t\t<\/span>\n\t\t\t\t\t<\/h3>\n\t\t\t\t\n\t\t\t\t\t\t\t\t\t<p class=\"elementor-icon-box-description\">\n\t\t\t\t\t\tDepuis plus de trois d\u00e9cennies, nous perfectionnons un processus de recrutement fond\u00e9 sur l'empathie, le sang-froid et une attention sinc\u00e8re, et non pas uniquement sur la rapidit\u00e9 de traitement des appels.\t\t\t\t\t<\/p>\n\t\t\t\t\n\t\t\t<\/div>\n\t\t\t\n\t\t<\/div>\n\t\t\t\t\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t\t\t<div class=\"elementor-element elementor-element-f16848d elementor-view-default elementor-position-block-start elementor-mobile-position-block-start elementor-widget elementor-widget-icon-box\" data-id=\"f16848d\" data-element_type=\"widget\" data-e-type=\"widget\" data-widget_type=\"icon-box.default\">\n\t\t\t\t<div class=\"elementor-widget-container\">\n\t\t\t\t\t\t\t<div class=\"elementor-icon-box-wrapper\">\n\n\t\t\t\t\t\t<div class=\"elementor-icon-box-icon\">\n\t\t\t\t<span  class=\"elementor-icon\">\n\t\t\t\t<i aria-hidden=\"true\" class=\"fas fa-clipboard-check\"><\/i>\t\t\t\t<\/span>\n\t\t\t<\/div>\n\t\t\t\n\t\t\t\t\t\t<div class=\"elementor-icon-box-content\">\n\n\t\t\t\t\t\t\t\t\t<h3 class=\"elementor-icon-box-title\">\n\t\t\t\t\t\t<span  >\n\t\t\t\t\t\t\tAudits qualit\u00e9 continus\t\t\t\t\t\t<\/span>\n\t\t\t\t\t<\/h3>\n\t\t\t\t\n\t\t\t\t\t\t\t\t\t<p class=\"elementor-icon-box-description\">\n\t\t\t\t\t\tChaque op\u00e9rateur fait l'objet d'audits qualit\u00e9 r\u00e9guliers afin de garantir le maintien d'un niveau de service \u00e9lev\u00e9.\t\t\t\t\t<\/p>\n\t\t\t\t\n\t\t\t<\/div>\n\t\t\t\n\t\t<\/div>\n\t\t\t\t\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t\t\t<div class=\"elementor-element elementor-element-b6e3bf3 elementor-view-default elementor-position-block-start elementor-mobile-position-block-start elementor-widget elementor-widget-icon-box\" data-id=\"b6e3bf3\" data-element_type=\"widget\" data-e-type=\"widget\" data-widget_type=\"icon-box.default\">\n\t\t\t\t<div class=\"elementor-widget-container\">\n\t\t\t\t\t\t\t<div class=\"elementor-icon-box-wrapper\">\n\n\t\t\t\t\t\t<div class=\"elementor-icon-box-icon\">\n\t\t\t\t<span  class=\"elementor-icon\">\n\t\t\t\t<i aria-hidden=\"true\" class=\"fas fa-graduation-cap\"><\/i>\t\t\t\t<\/span>\n\t\t\t<\/div>\n\t\t\t\n\t\t\t\t\t\t<div class=\"elementor-icon-box-content\">\n\n\t\t\t\t\t\t\t\t\t<h3 class=\"elementor-icon-box-title\">\n\t\t\t\t\t\t<span  >\n\t\t\t\t\t\t\tUne formation qui porte ses fruits\t\t\t\t\t\t<\/span>\n\t\t\t\t\t<\/h3>\n\t\t\t\t\n\t\t\t\t\t\t\t\t\t<p class=\"elementor-icon-box-description\">\n\t\t\t\t\t\tNos formateurs suivent r\u00e9guli\u00e8rement des formations de perfectionnement sur les techniques de formation pour adultes, afin que les conseils prodigu\u00e9s \u00e0 notre \u00e9quipe soient r\u00e9ellement assimil\u00e9s.\t\t\t\t\t<\/p>\n\t\t\t\t\n\t\t\t<\/div>\n\t\t\t\n\t\t<\/div>\n\t\t\t\t\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t\t\t<div class=\"elementor-element elementor-element-2bf28d7 elementor-view-default elementor-position-block-start elementor-mobile-position-block-start elementor-widget elementor-widget-icon-box\" data-id=\"2bf28d7\" data-element_type=\"widget\" data-e-type=\"widget\" data-widget_type=\"icon-box.default\">\n\t\t\t\t<div class=\"elementor-widget-container\">\n\t\t\t\t\t\t\t<div class=\"elementor-icon-box-wrapper\">\n\n\t\t\t\t\t\t<div class=\"elementor-icon-box-icon\">\n\t\t\t\t<span  class=\"elementor-icon\">\n\t\t\t\t<i aria-hidden=\"true\" class=\"fas fa-language\"><\/i>\t\t\t\t<\/span>\n\t\t\t<\/div>\n\t\t\t\n\t\t\t\t\t\t<div class=\"elementor-icon-box-content\">\n\n\t\t\t\t\t\t\t\t\t<h3 class=\"elementor-icon-box-title\">\n\t\t\t\t\t\t<span  >\n\t\t\t\t\t\t\tAssistance bilingue partout au Canada\t\t\t\t\t\t<\/span>\n\t\t\t\t\t<\/h3>\n\t\t\t\t\n\t\t\t\t\t\t\t\t\t<p class=\"elementor-icon-box-description\">\n\t\t\t\t\t\tNous sommes fiers de mettre \u00e0 disposition des conseillers bilingues (anglais et fran\u00e7ais) d'un oc\u00e9an \u00e0 l'autre, afin que nos abonn\u00e9s partout au Canada puissent \u00eatre pris en charge dans la langue dans laquelle ils se sentent le plus \u00e0 l'aise.\t\t\t\t\t<\/p>\n\t\t\t\t\n\t\t\t<\/div>\n\t\t\t\n\t\t<\/div>\n\t\t\t\t\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t\t\t<div class=\"elementor-element elementor-element-e089020 elementor-widget elementor-widget-text-editor\" data-id=\"e089020\" data-element_type=\"widget\" data-e-type=\"widget\" data-widget_type=\"text-editor.default\">\n\t\t\t\t<div class=\"elementor-widget-container\">\n\t\t\t\t\t\t\t\t\t<p>Un centre de surveillance responsable ne consid\u00e8re pas ses op\u00e9rateurs comme un centre de co\u00fbts. Il les consid\u00e8re comme le maillon de votre marque le plus en contact avec la client\u00e8le.<\/p>\t\t\t\t\t\t\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t\t\t\t<\/div>\n\t\t<\/div>\n\t\t\t\t\t<\/div>\n\t\t<\/section>\n\t\t\t\t<section class=\"elementor-section elementor-top-section elementor-element elementor-element-751ee0b4 elementor-section-boxed elementor-section-height-default elementor-section-height-default\" data-id=\"751ee0b4\" data-element_type=\"section\" data-e-type=\"section\">\n\t\t\t\t\t\t<div class=\"elementor-container elementor-column-gap-default\">\n\t\t\t\t\t<div class=\"elementor-column elementor-col-100 elementor-top-column elementor-element elementor-element-71a4d6b5\" data-id=\"71a4d6b5\" data-element_type=\"column\" data-e-type=\"column\">\n\t\t\t<div class=\"elementor-widget-wrap elementor-element-populated\">\n\t\t\t\t\t\t<div class=\"elementor-element elementor-element-56854a04 elementor-widget elementor-widget-heading\" data-id=\"56854a04\" data-element_type=\"widget\" data-e-type=\"widget\" data-widget_type=\"heading.default\">\n\t\t\t\t<div class=\"elementor-widget-container\">\n\t\t\t\t\t<h2 class=\"elementor-heading-title elementor-size-default\">2. Culture d'entreprise : pourquoi \" Nous nous soucions de vous \" doit \u00eatre plus qu'un simple slogan <\/h2>\t\t\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t\t\t<div class=\"elementor-element elementor-element-57f7690d elementor-widget elementor-widget-text-editor\" data-id=\"57f7690d\" data-element_type=\"widget\" data-e-type=\"widget\" data-widget_type=\"text-editor.default\">\n\t\t\t\t<div class=\"elementor-widget-container\">\n\t\t\t\t\t\t\t\t\t<p><span data-contrast=\"auto\">La culture d\u2019entreprise est un aspect que les responsables achats abordent rarement lors de l\u2019\u00e9valuation d\u2019un fournisseur \u2014 et c\u2019est souvent ce qui d\u00e9termine tout le reste. Un centre de surveillance dont le personnel est soumis \u00e0 une ambiance de travail toxique ou souffre d\u2019\u00e9puisement professionnel finira in\u00e9vitablement par en montrer les cons\u00e9quences : des temps de r\u00e9ponse plus longs, un taux de rotation du personnel plus \u00e9lev\u00e9 et un service irr\u00e9gulier.<\/span><span data-ccp-props=\"{}\">\u00a0<\/span><\/p><p><span data-contrast=\"auto\">Chez Armstrongs, notre culture \u201c We Care \u201d repose sur cinq valeurs : \u2014<\/span><b><span data-contrast=\"auto\">Plaisir, innovation, relations humaines, service, confiance et travail d'\u00e9quipe<\/span><\/b><span data-contrast=\"auto\">\u202f\u2014 et cela influence la mani\u00e8re dont notre \u00e9quipe se met au service de vos abonn\u00e9s, jour apr\u00e8s jour. Les collaborateurs engag\u00e9s ne sont pas seulement plus agr\u00e9ables \u00e0 c\u00f4toyer ; ils sont aussi nettement plus performants dans leur travail. Une \u00e9tude de Gallup a \u00e9tabli un lien entre les \u00e9quipes tr\u00e8s engag\u00e9es et des performances ainsi qu\u2019une rentabilit\u00e9 nettement sup\u00e9rieures, tous secteurs confondus, et nous en constatons les effets au quotidien dans nos centres d\u2019appels.<\/span><span data-ccp-props=\"{}\">\u00a0<\/span><\/p><p><span data-contrast=\"auto\">Lorsque vous choisissez un partenaire de surveillance, renseignez-vous sur la fid\u00e9lisation du personnel et sur la mani\u00e8re dont l'entreprise investit dans ses collaborateurs. Une culture d'entreprise saine est l'un des indicateurs les plus fiables d'une qualit\u00e9 de service externe constante.<\/span><span data-ccp-props=\"{}\">\u00a0<\/span><\/p>\t\t\t\t\t\t\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t\t\t\t<\/div>\n\t\t<\/div>\n\t\t\t\t\t<\/div>\n\t\t<\/section>\n\t\t\t\t<section class=\"elementor-section elementor-top-section elementor-element elementor-element-6c40dc0e elementor-section-boxed elementor-section-height-default elementor-section-height-default\" data-id=\"6c40dc0e\" data-element_type=\"section\" data-e-type=\"section\">\n\t\t\t\t\t\t<div class=\"elementor-container elementor-column-gap-default\">\n\t\t\t\t\t<div class=\"elementor-column elementor-col-100 elementor-top-column elementor-element elementor-element-128d64d8\" data-id=\"128d64d8\" data-element_type=\"column\" data-e-type=\"column\">\n\t\t\t<div class=\"elementor-widget-wrap elementor-element-populated\">\n\t\t\t\t\t\t<div class=\"elementor-element elementor-element-4c9dbc2f elementor-widget elementor-widget-heading\" data-id=\"4c9dbc2f\" data-element_type=\"widget\" data-e-type=\"widget\" data-widget_type=\"heading.default\">\n\t\t\t\t<div class=\"elementor-widget-container\">\n\t\t\t\t\t<h2 class=\"elementor-heading-title elementor-size-default\">3. Redondance : absence de point de d\u00e9faillance unique <\/h2>\t\t\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t\t\t<div class=\"elementor-element elementor-element-2c6d8e86 elementor-widget elementor-widget-text-editor\" data-id=\"2c6d8e86\" data-element_type=\"widget\" data-e-type=\"widget\" data-widget_type=\"text-editor.default\">\n\t\t\t\t<div class=\"elementor-widget-container\">\n\t\t\t\t\t\t\t\t\t<p><span data-contrast=\"auto\">Si votre partenaire de surveillance pr\u00e9sente ne serait-ce qu\u2019un seul maillon faible \u2014 un site, un chemin r\u00e9seau, un \u00e9l\u00e9ment mat\u00e9riel non prot\u00e9g\u00e9 \u2014, il suffit d\u2019un seul signal pour qu\u2019une alarme passe inaper\u00e7ue. Pour un pays aussi vaste g\u00e9ographiquement que le Canada, confront\u00e9 \u00e0 des d\u00e9fis climatiques et infrastructurels d\u2019un oc\u00e9an \u00e0 l\u2019autre, la redondance active n\u2019est pas un simple atout. C\u2019est la norme minimale.<\/span><span data-ccp-props=\"{}\">\u00a0<\/span><\/p><p><span data-contrast=\"auto\">Armstrongs exploite plusieurs stations de surveillance \u00e0 travers le Canada, notamment notre centre de donn\u00e9es et de surveillance \u00e0 la pointe de la technologie situ\u00e9 \u00e0 Laval, au Qu\u00e9bec. Les lignes t\u00e9l\u00e9phoniques et le trafic Internet basculent automatiquement vers un autre site d\u00e8s qu\u2019un probl\u00e8me est d\u00e9tect\u00e9, et n\u2019importe lesquels de nos deux centres sont con\u00e7us pour prendre en charge l\u2019int\u00e9gralit\u00e9 de la charge de surveillance avec une marge de s\u00e9curit\u00e9 suffisante. Nous testons r\u00e9guli\u00e8rement ce basculement, \u00e0 la fois lors d\u2019exercices planifi\u00e9s et dans le cadre de la maintenance courante du syst\u00e8me, afin de nous assurer de son bon fonctionnement avant m\u00eame qu\u2019il ne soit n\u00e9cessaire en cas d\u2019urgence r\u00e9elle.<\/span><span data-ccp-props=\"{}\">\u00a0<\/span><\/p><p><span data-contrast=\"auto\">Les nouvelles normes ULC renfor\u00e7ant les exigences en mati\u00e8re de redondance simultan\u00e9e dans l'ensemble du secteur, il est plus important que jamais pour les concessionnaires de s'en assurer avant de signer un contrat avec un partenaire. Dans cet article, nous expliquons en d\u00e9tail le fonctionnement de notre mod\u00e8le de redondance et ce que les changements apport\u00e9s aux normes ULC pour 2025 impliquent pour les concessionnaires :<\/span><a href=\"https:\/\/armcom.ca\/fr\/services-de-surveillance-redondance-totale\/\"><span data-contrast=\"none\">Services de surveillance fiables avec redondance totale<\/span><\/a><span data-contrast=\"auto\">.<\/span><span data-ccp-props=\"{}\">\u00a0<\/span><\/p>\t\t\t\t\t\t\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t\t\t\t<\/div>\n\t\t<\/div>\n\t\t\t\t\t<\/div>\n\t\t<\/section>\n\t\t\t\t<section class=\"elementor-section elementor-top-section elementor-element elementor-element-649f1387 elementor-section-boxed elementor-section-height-default elementor-section-height-default\" data-id=\"649f1387\" data-element_type=\"section\" data-e-type=\"section\">\n\t\t\t\t\t\t<div class=\"elementor-container elementor-column-gap-default\">\n\t\t\t\t\t<div class=\"elementor-column elementor-col-100 elementor-top-column elementor-element elementor-element-4353165c\" data-id=\"4353165c\" data-element_type=\"column\" data-e-type=\"column\">\n\t\t\t<div class=\"elementor-widget-wrap elementor-element-populated\">\n\t\t\t\t\t\t<div class=\"elementor-element elementor-element-3211ee9b elementor-widget elementor-widget-heading\" data-id=\"3211ee9b\" data-element_type=\"widget\" data-e-type=\"widget\" data-widget_type=\"heading.default\">\n\t\t\t\t<div class=\"elementor-widget-container\">\n\t\t\t\t\t<h2 class=\"elementor-heading-title elementor-size-default\">4. Automatisation : la coh\u00e9rence quand chaque seconde compte <\/h2>\t\t\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t\t\t<div class=\"elementor-element elementor-element-110e7055 elementor-widget elementor-widget-text-editor\" data-id=\"110e7055\" data-element_type=\"widget\" data-e-type=\"widget\" data-widget_type=\"text-editor.default\">\n\t\t\t\t<div class=\"elementor-widget-container\">\n\t\t\t\t\t\t\t\t\t<p><span data-contrast=\"auto\">La redondance et l'automatisation vont de pair. Si une station centrale venait \u00e0 \u00eatre hors service, le basculement automatique r\u00e9achemine instantan\u00e9ment les signaux, sans attendre qu'un op\u00e9rateur s'en aper\u00e7oive et r\u00e9agisse. Mais l'automatisation rev\u00eat une importance tout aussi grande du c\u00f4t\u00e9 des op\u00e9rateurs.<\/span><span data-ccp-props=\"{}\">\u00a0<\/span><\/p><p><span data-contrast=\"auto\">Gr\u00e2ce \u00e0 des plans d'action fiables et \u00e0 des protocoles d'intervention bien d\u00e9finis, chaque abonn\u00e9 b\u00e9n\u00e9ficie d'une r\u00e9ponse coh\u00e9rente et rod\u00e9e, quel que soit l'op\u00e9rateur qui prend l'appel ou l'heure \u00e0 laquelle l'alerte est re\u00e7ue. Cela \u00e9vite toute incertitude dans les moments de forte tension et permet \u00e0 notre \u00e9quipe de se concentrer sur l'essentiel : acheminer rapidement l'aide n\u00e9cessaire l\u00e0 o\u00f9 elle est n\u00e9cessaire.<\/span><span data-ccp-props=\"{}\">\u00a0<\/span><\/p><p><span data-contrast=\"auto\">C'est aussi pour cette raison que nous avons d\u00e9velopp\u00e9 des outils tels que<\/span><a href=\"https:\/\/armcom.ca\/fr\/chat-armstrongs\/\"><span data-contrast=\"none\">Armstrongs Chat<\/span><\/a><span data-contrast=\"auto\">, qui permet aux abonn\u00e9s de confirmer ou d'annuler les alertes par SMS plut\u00f4t que d'attendre un appel. Les SMS sont consult\u00e9s bien plus souvent que les appels ne sont pris, ce qui se traduit par une v\u00e9rification plus rapide et une r\u00e9duction du nombre de fausses interventions pour votre entreprise.<\/span><span data-ccp-props=\"{}\">\u00a0<\/span><\/p>\t\t\t\t\t\t\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t\t\t\t<\/div>\n\t\t<\/div>\n\t\t\t\t\t<\/div>\n\t\t<\/section>\n\t\t\t\t<section class=\"elementor-section elementor-top-section elementor-element elementor-element-7eafbd0 elementor-section-boxed elementor-section-height-default elementor-section-height-default\" data-id=\"7eafbd0\" data-element_type=\"section\" data-e-type=\"section\" data-settings=\"{&quot;background_background&quot;:&quot;classic&quot;}\">\n\t\t\t\t\t\t<div class=\"elementor-container elementor-column-gap-default\">\n\t\t\t\t\t<div class=\"elementor-column elementor-col-50 elementor-top-column elementor-element elementor-element-08bd3c3\" data-id=\"08bd3c3\" data-element_type=\"column\" data-e-type=\"column\">\n\t\t\t<div class=\"elementor-widget-wrap elementor-element-populated\">\n\t\t\t\t\t\t<div class=\"elementor-element elementor-element-72b6fdb elementor-widget elementor-widget-heading\" data-id=\"72b6fdb\" data-element_type=\"widget\" data-e-type=\"widget\" data-widget_type=\"heading.default\">\n\t\t\t\t<div class=\"elementor-widget-container\">\n\t\t\t\t\t<h2 class=\"elementor-heading-title elementor-size-default\">Prenez contact avec nous !<\/h2>\t\t\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t\t\t<div class=\"elementor-element elementor-element-4065542 elementor-widget elementor-widget-text-editor\" data-id=\"4065542\" data-element_type=\"widget\" data-e-type=\"widget\" data-widget_type=\"text-editor.default\">\n\t\t\t\t<div class=\"elementor-widget-container\">\n\t\t\t\t\t\t\t\t\t<p>D\u00e9couvrez comment la gamme compl\u00e8te de solutions de surveillance Armstrong peut vous \u00eatre utile, \u00e0 vous et \u00e0 vos pr\u00e9cieux abonn\u00e9s !<\/p>\t\t\t\t\t\t\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t\t\t\t<\/div>\n\t\t<\/div>\n\t\t\t\t<div class=\"elementor-column elementor-col-50 elementor-top-column elementor-element elementor-element-5b5c39d\" data-id=\"5b5c39d\" data-element_type=\"column\" data-e-type=\"column\">\n\t\t\t<div class=\"elementor-widget-wrap elementor-element-populated\">\n\t\t\t\t\t\t<div class=\"elementor-element elementor-element-9372ff2 elementor-align-center elementor-widget elementor-widget-button\" data-id=\"9372ff2\" data-element_type=\"widget\" data-e-type=\"widget\" data-widget_type=\"button.default\">\n\t\t\t\t<div class=\"elementor-widget-container\">\n\t\t\t\t\t\t\t\t\t<div class=\"elementor-button-wrapper\">\n\t\t\t\t\t<a class=\"elementor-button elementor-button-link elementor-size-sm\" href=\"https:\/\/armcom.ca\/fr\/contact-us\/\" target=\"_blank\">\n\t\t\t\t\t\t<span class=\"elementor-button-content-wrapper\">\n\t\t\t\t\t\t\t\t\t<span class=\"elementor-button-text\">Contactez-nous<\/span>\n\t\t\t\t\t<\/span>\n\t\t\t\t\t<\/a>\n\t\t\t\t<\/div>\n\t\t\t\t\t\t\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t\t\t\t<\/div>\n\t\t<\/div>\n\t\t\t\t\t<\/div>\n\t\t<\/section>\n\t\t\t\t<section class=\"elementor-section elementor-top-section elementor-element elementor-element-1b12199e elementor-section-boxed elementor-section-height-default elementor-section-height-default\" data-id=\"1b12199e\" data-element_type=\"section\" data-e-type=\"section\">\n\t\t\t\t\t\t<div class=\"elementor-container elementor-column-gap-default\">\n\t\t\t\t\t<div class=\"elementor-column elementor-col-100 elementor-top-column elementor-element elementor-element-1ab66a6c\" data-id=\"1ab66a6c\" data-element_type=\"column\" data-e-type=\"column\">\n\t\t\t<div class=\"elementor-widget-wrap elementor-element-populated\">\n\t\t\t\t\t\t<div class=\"elementor-element elementor-element-396773d elementor-widget elementor-widget-heading\" data-id=\"396773d\" data-element_type=\"widget\" data-e-type=\"widget\" data-widget_type=\"heading.default\">\n\t\t\t\t<div class=\"elementor-widget-container\">\n\t\t\t\t\t<h3 class=\"elementor-heading-title elementor-size-default\">Choisir un partenaire de surveillance responsable <\/h3>\t\t\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t\t\t<div class=\"elementor-element elementor-element-34ef1ece elementor-widget elementor-widget-text-editor\" data-id=\"34ef1ece\" data-element_type=\"widget\" data-e-type=\"widget\" data-widget_type=\"text-editor.default\">\n\t\t\t\t<div class=\"elementor-widget-container\">\n\t\t\t\t\t\t\t\t\t<p><span data-contrast=\"auto\">Les ressources humaines, la culture d'entreprise, la redondance et l'automatisation ne sont pas des \u00e9l\u00e9ments distincts : ils se renforcent mutuellement. Des op\u00e9rateurs bien form\u00e9s et bien accompagn\u00e9s sont plus performants. Une culture d'entreprise solide permet de fid\u00e9liser ces op\u00e9rateurs plus longtemps. La redondance garantit la continuit\u00e9 du signal quoi qu'il arrive. Et l'automatisation assure une r\u00e9ponse rapide et coh\u00e9rente \u00e0 chaque fois.<\/span><span data-ccp-props=\"{}\">\u00a0<\/span><\/p><p><span data-contrast=\"auto\">Chez Armstrongs, cela fait plus de 30 ans que nous int\u00e9grons ces quatre principes \u00e0 notre mode de fonctionnement, car c\u2019est pr\u00e9cis\u00e9ment ce qu\u2019un centre de t\u00e9l\u00e9surveillance responsable, partout au Canada, est cens\u00e9 faire : prot\u00e9ger la vie et les biens de vos abonn\u00e9s, ainsi que votre r\u00e9putation en tant que concessionnaire, \u00e0 chaque fois qu\u2019un signal est re\u00e7u.<\/span><span data-ccp-props=\"{}\">\u00a0<\/span><\/p>\t\t\t\t\t\t\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t\t\t<div class=\"elementor-element elementor-element-15df00f1 elementor-widget elementor-widget-text-editor\" data-id=\"15df00f1\" data-element_type=\"widget\" data-e-type=\"widget\" data-widget_type=\"text-editor.default\">\n\t\t\t\t<div class=\"elementor-widget-container\">\n\t\t\t\t\t\t\t\t\t<p><span data-contrast=\"auto\">Vous souhaitez d\u00e9couvrir ce qu'Armstrongs a \u00e0 offrir en tant que partenaire de surveillance ?<\/span><a href=\"https:\/\/armcom.ca\/fr\/nous-contacter\/\"><span data-contrast=\"none\">Contactez notre \u00e9quipe<\/span><\/a><span data-contrast=\"auto\">\u202fou d\u00e9couvrez notre gamme compl\u00e8te de<\/span><a href=\"https:\/\/armcom.ca\/fr\/services\/\"><span data-contrast=\"none\">services de surveillance<\/span><\/a><span data-contrast=\"auto\">\u202fpour les concessionnaires canadiens.<\/span><span data-ccp-props=\"{}\">\u00a0<\/span><\/p><p><i><span data-contrast=\"auto\">Armstrongs est votre partenaire, pas votre concurrent.<\/span><\/i><span data-ccp-props=\"{}\">\u00a0<\/span><\/p>\t\t\t\t\t\t\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t\t\t<div class=\"elementor-element elementor-element-ed20a3 elementor-widget elementor-widget-spacer\" data-id=\"ed20a3\" data-element_type=\"widget\" data-e-type=\"widget\" data-widget_type=\"spacer.default\">\n\t\t\t\t<div class=\"elementor-widget-container\">\n\t\t\t\t\t\t\t<div class=\"elementor-spacer\">\n\t\t\t<div class=\"elementor-spacer-inner\"><\/div>\n\t\t<\/div>\n\t\t\t\t\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t\t\t\t<\/div>\n\t\t<\/div>\n\t\t\t\t\t<\/div>\n\t\t<\/section>\n\t\t\t\t<\/div>","protected":false},"excerpt":{"rendered":"<p>D\u00e9couvrez ce qu'est la surveillance des appareils IoT, comment elle fonctionne et pourquoi elle repr\u00e9sente une opportunit\u00e9 de croissance pour les revendeurs de solutions de s\u00e9curit\u00e9 partenaires d'Armstrongs.<\/p>","protected":false},"author":8,"featured_media":1107,"comment_status":"closed","ping_status":"closed","sticky":false,"template":"","format":"standard","meta":{"content-type":"","footnotes":""},"categories":[23,15,44],"tags":[63,49,50,64,55,46,52,48],"class_list":["post-1102","post","type-post","status-publish","format-standard","has-post-thumbnail","hentry","category-dealer-features","category-monitoring","category-remote-guarding","tag-ai","tag-armstrongs-chat","tag-dealer-portal","tag-engage-platform","tag-monitoring-centre","tag-remote-guarding","tag-technician-app","tag-video-monitoring"],"yoast_head":"<!-- This site is optimized with the Yoast SEO plugin v28.0 - https:\/\/yoast.com\/product\/yoast-seo-wordpress\/ -->\n<title>Responsible Monitoring Centre: A Dealer Guide | Armstrongs<\/title>\n<meta name=\"description\" content=\"What makes a responsible monitoring centre? The 4 things every Canadian dealer should look for: people, culture, redundancy, and automation.\" \/>\n<meta name=\"robots\" content=\"index, follow, max-snippet:-1, max-image-preview:large, max-video-preview:-1\" \/>\n<link rel=\"canonical\" href=\"https:\/\/becklar.com\/mpers-total-cost-ownership-dealers\/\" \/>\n<meta property=\"og:locale\" content=\"fr_CA\" \/>\n<meta property=\"og:type\" content=\"article\" \/>\n<meta property=\"og:title\" content=\"Responsible Monitoring Centre: A Dealer Guide | Armstrongs\" \/>\n<meta property=\"og:description\" content=\"What makes a responsible monitoring centre? 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