Opening of the new Control Centre !
On October 3, 2018, Q-Park inaugurated its new remote control and customer relations centre in Portes-Lès-Valence to offer an ever more qualitative and professional parking service.
Q-Park moved its QCR (Quality-Control-Customer Relationship) department to Portes-Lès-Valence on July 2. The 23 employees have moved to their new 400 m2 premises in which they now have an operational workspace. This move also provided an opportunity to structure the service with new operators and a merger with the company's Customer Service Department, previously based in Issy-Les-Moulineaux.
Q-Park's QCR Service: a control and customer relations centre connected 24 hours a day to nearly 200 car parks.
Established in 2004, the QCR service was previously located in the parking lot of the Valence train station. It is in this city that Q-Park experimented with remote parking control in order to optimize the operational management of the 9 car parks in Valence, a pioneering city. Quickly the QCR service grew and gradually spread to all Q-Park car parks in France.
This change was required because Q-Park's activity has evolved considerably since the beginning of 2017 thanks to the company's commercial successes (in particular the integration of the 10 car parks in the city of Toulon and the 10 car parks in the city of Chambéry).
As a result, and also due to the merger with customer service, the number of QCR staff has increased from 15 operators in 2016 to 23 in 2018.
Since July 2, the 23 employees of the QCR Service have been remotely managing nearly 200 car parks and 105,000 parking spaces 24 hours a day.
The mission of the QCR: prevention, control and management of alarms and incidents, monitoring, customer relations and service quality.
The QCR Service provides remote monitoring of car parks and the safety of customers who use them. It meets the requirements of the Guide des Préconisations established by the Bureau de la Prévention et de la Réglementation Incendie. Indeed, Q-Park France must comply with strict safety regulations to be able to manage its car parks remotely while improving service and productivity on its sites.
For this purpose, alarm reports, remote equipment controls, intercom points and video coverage are required.
This grouping has made it possible to extend the main functions of the QCR and today makes it the nerve centre that guarantees the proper functioning of the managed car parks. Thus, from site security to customer requests, the QCR Service is the interface between on-site operational staff and the company's support services. This organization allows the resolution of malfunctions and the reactivity necessary for a quality customer service.
This new location is a further step in the process of continuous improvement of our company's service.
New areas of progress are already being explored, always oriented towards safety and customer service.
The QCR service in Valence in a few figures:
- 23 operators
- 110,000 calls/month (car park intercom terminals) - average duration 88 seconds/call
- 3,500 telephone calls/month - average duration: 4 minutes/call
- 2,500 e-mails/month
- Nearly 200 connected car parks
- 400 m² of office space