This Thursday, April 3, the Primary health insurance fund (CPAM) inaugurated two news telephone platforms in its premises Beauvais. One of these platforms is an extension of what already existed in Creil, with the mission of informing the insured of the ex-Picardy. The other is a creation with an even wider mission.
Called flagship, this second platform will be responsible for helping other CPAMs in France, in difficulty or facing a sudden influx of requests. The objective for social security being to improve “The rate of wonAnd reduce the number of calls that do not succeed. “”There, it will be priority the boxes of Loire-Atlantique and Vendée because they have deployed a new tool to manage work stoppages, which does not work at bestexplains Marc Azam, director of the Oise CPAM. So while waiting for it to improve, we will help them.»»
More than 1,000 contenders for 23 posts
The opening of this telephone platform made it possible to create 23 positions in Beauvais. 21 televisions and 2 managers were recruited to run it from Monday, April 7. They were selected from nearly 1,000 CVs received by recruiters. A craze that surprises, while the extension of the Creil platform in Beauvais had precisely been decided because of the recruitment difficulties in Creil. “”It’s because it’s new“Explains Marc Azam.
He estimates that around 700 people have gone through the Creil platform since its creation. Most of the CPAM telecat beams are six -month -old fixed -term contracts, they impose an important “turnover”. Part of them end up in permanent contracts. “”The telephone tray, today, is the front door of the CPAMestimates the director. People do not enter the set and then evolve to other positions.»»
Valentin is one of these. The young man has just won one of the 21 lighthouse stations, he is on a permanent contract, after starting on the Creil plateau. “”It takes a lot of listening I think. The goal is that at the end of the appeal, the insured has his answer. It takes a lot of empathy while remaining professionalHe explains.
Beauvais, chosen for her good results
The choice of Beauvais to launch this new platform was not left at random. “”This is a new activity you have had because you have very good results“, Congratulations Aurélie Combas-Richard, delegated director of the CNAM. It is supported by Marc Azam, figures in support. “”We have more than 80% wonhe advances. 85% on the second half of last year.»»
The director believes that these results, at the top of the basket of the CPAMs of France, are partly due to the training received by the teleconsors. “”We are very mobilized on training. (…) The teleconsillers (in permanent contracts) have almost three months of trainingHe explains. He also places the quality of life at work in the elements essential to this success. “”We are the only social security fund labeled Great Place To Worksmiles the director. It is a demanding label in terms of quality of life at work.»»
