Lyne Boucher – Sector Leader, Skill development

Groupe Robert

 We used the services of SSA Solutions to support the development of our teams in contact with customers.

From the beginning, SSA’s team has listened to our specific needs and has offered us tools adapted to our market as well as to our employees. Their analytical thinking, efficiency, professionalism and their respect of the deadlines allowed us to achieve our project’s objectives.

Our collaboration with SSA Solutions has allowed us to standardize the practices of our employees in contact with customers to optimize the experience offered to our clients. Our employees greatly appreciated the training, both in terms of content presented and for the dynamism of the trainer.

We recommend the services of SSA Solutions: they offered us a service up to the best practices they preach in their training! 

Frederic St-Jean Mercier – Director – IT Helpdesk

Intact Financial Corporation

 An important growth of our activities and users prompted us to make a diagnosis of our operations, in order to identify and address the impacts of this growth on our service offer.

 SSA has been a key partner.  In collaboration with our team, they have made a diagnosis and identified recommendations in order to improve our service delivery.  Their operational expertise and comprehension of our business requirements have allowed us to accelerate the identification of gaps, potential optimizations and implementation priorities.  They also have accompanied us in the development and implementation of training and quality insurance programs. 

Roger Tessier  – Vice-president AccèsD

Desjardins Group

 The SSA approach has allowed us to clearly define our expectations and priorities to make the right choice of a city to establish our 3rd customer contact center.  Their research, market analysis and recommendations have allowed us to obtain an adequate strategic positioning related to the best options offered to us. The rigor they always show is one of the reason why we very much appreciate their collaboration.

Josée Monette – Vice President, Marketing and Customer Service

Vélo Québec

“The SSA team has been a leading partner in the reorganisation of our customer contact center. Their professionalism and expertise have enabled them to quickly identify and understand the challenges of our organisation. In the end, their recommendations were sound, clear and adapted to our reality.”

Marco Desbiens – Manager

Business Analysis, Customer Contact Centre Support – Telus Team Member

“SSA experts effectively supported our team to facilitate the prompt delivery of our project. They encouraged information sharing by leveraging employee competencies and sharing their own experience and knowledge of the customer contact centre environment. Key elements, such as a proven experience and approach in project management and operations knowledge, brought added value to our organization since they adapted quickly to our team from the very beginning of the mandate. All of these elements allowed us to benefit from a huge gain in efficiency on many levels, including sound processes, team analysis development, recruitment, analysis capability, and reporting. Working in partnership with SSA translates into active support, trust, and satisfaction.”

Philippe Lagacé – Senior Director of Marketing

Product Development and Sales – RONA Inc.

“I’m impressed by SSA because they can rapidly intervene without compromising on the quality. Their vision and their perspective are fresh and they really deliver. Also, their influence on our teams is unmistakable and lasting. They are real professionals of organizational alignment.”

Marie-Huguette Cormier – Executive Vice-President Communications

Desjardins Group

“As our company went through an important change in leadership, SSA team helped us reorganize the workload of our administration team. Their approach was highly professional, with much respect and empathy. As a result, we now have a clearer focus and our processes are more efficient. They really know how to optimize a team’s potential.’”

Max-Antoine Fleurentin – Manager, Workforce Management

Citizens Bank, Vancouver

“We’ve been working with SSA for many years because they are highly knowledgeable, specifically when it comes to workforce management. They are highly competent specialists. They have taught us how to address more rapidly and within a more structured approach, all the complex and delicate situations that arise from workforce management.”

Julie Gauthier – Director

Director, Client Care Centre
AccèsD Division, Personal Services – Desjardins Group

“When I think about SSA, the words that come to mind are creativity, flexibility, and attention to client needs and expectations. The Business Acumen Workshop is an innovative product that SSA adapted to my team’s needs. This allowed all of my managers to share a common vision of business sense and helped ensure that they made the connection with their own context and environment. It was undeniably a total success.”

Alain Labrie, C.A. – Director

Accounting Services
Business Technology and Shared Services – Desjardins Group

“SSA experts are real partners during their interventions as they guide our teams towards the completion of a project according to accepted practice. Adapted to our needs, their approach ensures team empowerment to facilitate sustainable benefits. The Idea Generation Program developed with SSA is simple and helps generate, recognize, and promote our employees’ ideas that are essential to the success of our team and, consequently, of our organization. The SSA team guided us throughout the implementation of the program, which has been a powerful lever within my management group.”

Louise Lanoie – Director

Administration and Fraud Prevention
Desjardins Card Services

“Effective and attentive to our needs: these accurately define the SSA team. Its members have carried out several mandates within my department, including the streamlining of operational processes, which allowed us to obtain a detailed picture of our operational activities and to outline issues, potential improvements, and controls to be introduced. Their team’s approach is a key element of their service offering, since they know how to recognize and leverage our employees’ knowledge and experience.

SSA is more than a consulting firm, it’s a partner of choice.”

Karine Bolduc, CMA

Director Anti-Money Laundering Compliance
Desjardins Group Compliance Division

“The experience of SSA resources allowed us to have insight on practices in other industries. Their capacity to adapt has proven to be an asset since their intervention took place in a period of great change which required adjustments in their approach in order to successfully achieve the project. They greatly contributed to the change management by bringing an outside perspective to the situation, while providing the peace of mind that any manager looks for when leading strategic business projects.”