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Flival introduced its commercial operators to us

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Filival, the Val-de-Marne paratransit service, held its first open-house days on 5, 6 and 7 May.

This was an opportunity for many users, as well as the simply curious, to learn about the company’s work and what goes on behind the scenes. They were able to meet the team of commercial operators in charge of the booking centre.

The job of a commercial operator

Filival’s commercial operators play a key role in the company. “We answer calls and emails to the booking centre, whether they be bookings or requests for information or documentation. We are also in charge of processing dossiers and inputting payments and information on current transport contracts in real time,” explains Laurence, who has been a commercial operator for more than a year. “We use special software called Titus to process transport requests; this allows us to check service availability instantly,” she adds. This tool is essential when you consider that Filival runs 37 vehicles.

A motivated team

The team of commercial operators is composed of four people: Isabelle, Laurence, Myie and Thibault. Laurence started working for Filival as a driver before becoming a commercial operator: “What I appreciate is the contact with people. What I sought as a driver is also what I appreciate as a commercial operator.” Although the desire for customer contact is one of the main attractions for the team members, the idea of working for the community is by far the main motivation. “Customers often tell us that if our service did not exist, then they would not be able to leave home or else would be dependent upon somebody else,” revealed Laurence and Isabelle. “That is why it is our duty to meet all requests as best as we can;” Just add sincere solidarity and a good dose of humour and the portrait of a Filival commercial operator is complete!

How does one become a good commercial operator?

Because it is such a key role the job of commercial operator requires organisational skills. One must know how best to satisfy customers’ requests, manage auxiliary tasks (payment, complaints, etc.) and maintain good relations with the other members of the service. As far as personal qualities are concerned, all Filival operators agree that patience and diplomacy are the key characteristics for success in this business. “We are not always able to meet demand, which is very frustrating. We find it difficult to say no, but our work also involves explaining to a customer why we cannot satisfy their request,” adds Isabelle.

From customer to commercial operator...

One member of this permanent team is Mariam, who first knew Filival as a user: “I have been in a wheelchair ever since I had polio, but my parents brought me up to be autonomous.” Following a training course Mariam was able to move from customer to commercial operator: “Filival changed everything. I never went out before. Then I started correspondence classes, although I never imagined that I would be able to get professional training. Thanks to Filival I was able to travel to train as a call-centre agent; when it was time to undertake work experience it seemed natural to do it in the service that had helped me so much.” Mariam’s handicap has even become a strength: “Disabled does not mean unabled! That is what I wanted to show the people who call Filival.”

But the job of commercial operator does not stop at the tasks mentioned above: “Real links are created with customers. Over time they get to know us and we become a full part of their lives. It’s the most beautiful reward that we could have!” concludes Isabelle. A wonderful view of this often hidden job.