What SOFRATEL Entreprise Adaptée does

SOFRATEL Entreprise Adaptée (Sofratel EA), founded in 1985 in Cambrai, France, originally operated as a security systems specialist before pivoting in the 1990s-2000s into tertiary-sector call center services. The company now operates as an "Entreprise Adaptée" under French law, a designation whose primary mission is the professional integration of people with disabilities. It runs three activity sectors across French territory with more than 500 employees, and reports consolidated revenue of approximately €20-30 million, of which the call center business is the most visible externally.

Sofratel EA delivers a unified suite of human-staffed customer relationship services from accessible facilities in Cambrai and Bouchain (Hauts-de-France), with a backup call center plateau 15km from headquarters for business continuity. The core offering is outsourced telephone answering (Standard téléphonique), complemented by five specialized modules: call overflow management (Débordements d'appels), SMS/email marketing campaigns (Campagnes SMS et Emailings), database qualification (Qualification de fichiers), digital customer engagement via social networks and chat (Gestion des réseaux et chat), and satisfaction surveys (Enquêtes de satisfaction). Technical infrastructure is built around the proprietary ISICOM call management software, currently supporting 160 simultaneous incoming calls with a planned expansion to 200.

The commercial model is enterprise B2B field sales targeting large companies, corporate groups, and public-sector organizations seeking to outsource customer-facing operations while meeting RSE (Corporate Social Responsibility) commitments. A central commercial proposition is regulatory: subcontracting services to Sofratel EA enables client companies to reduce mandatory Agefiph and FIPHFP disability-employment contributions, creating a structural cost incentive. Customer segments span large corporate groups (primary), public administrations, healthcare providers (hospital centers), and social housing providers, with satisfaction surveys cited as a key use case across the public and healthcare verticals. The company is privately held, led by Gérant Christian Vautrin, with no disclosed external investors or parent company.

Name

SOFRATEL Entreprise Adaptée

Legal name

Sofratel EA

Website

https://sofratelea.fr

Company type

Private

Founded year

1985

Operating status

Operating

Headcount range

11–50 employees

Short description

Sofratel EA is a French Entreprise Adaptée (disability-inclusive BPO) operating call center, back-office, and digital CX services for large enterprises and public-sector clients, employing 500+ people across Cambrai and Bouchain to generate approximately €20-30M in revenue.

Ownership category

akta.pro rank

Product category

Business Process Outsourcing / Call Center Services

NAICS

Telephone Call Centers (56142), Telemarketing Bureaus and Other Contact Centers (561422)

SIC

Services-Computer Programming, Data Processing, Etc. (7370)

akta.pro primary industry

Application Outsourcing (AO) (BPAEAMAA)

akta.pro secondary industry

Disability Services & Assistive Solutions (Accessibility, Assistive Tech) (BPAGALAM)

Keywords

• Call center services
• Outsourced customer service
• Telephone answering services
• Customer relationship management
• Adapted enterprise outsourcing

Headquarters

HQ city

Cambrai

HQ country

France

HQ region

Europe

Offices4 records

Markets served

GTM type

B2B

Offering type

Services

Cost components

Personnel, Operations, Infrastructure, Technology or R&D, Marketing or Sales

Revenue model

1. Call Center Services: Outsourced telephone operator services including standard telephone reception, call overflow management, and inbound call handling for client companies. The company operates as an invisible extension of clients' businesses, answering calls on behalf of client companies according to strict specifications.
2. Back Office and Data Services: Customer file qualification, order management, complaints handling, and back office operations. Services include database enrichment and quality improvement for client prospect and customer files.
3. Marketing Communication Services: SMS and email campaign management, dynamic information campaigns targeting client customers. Also includes satisfaction surveys conducted by phone, email, and SMS.
4. Digital Customer Engagement: Social network management and online chat services, handling customer inquiries through digital channels on behalf of client companies.

Go-to-market motion2 records

Distribution channels1 record

Marketing channels3 records

Core offering

SOFRATEL Entreprise Adaptée provides outsourced call center and customer relationship management services, acting as an invisible extension of client businesses by handling telephone reception, call overflow, SMS and email campaigns, database qualification, social media and chat management, and satisfaction surveys. The company operates as an Entreprise Adaptée (Adapted Enterprise) primarily employing people with disabilities, enabling client companies to outsource customer-facing operations while meeting RSE commitments and reducing their Agefiph and FIPHFP contributions.

Product overview

SOFRATEL Entreprise Adaptée operates as a call center services company (Entreprise Adaptée - sheltered work company) providing a unified suite of human-delivered customer relationship services. The portfolio centers on telephone answering (Standard téléphonique) as the core offering, supplemented by five specialized modules: Débordements d'appels for overflow call handling, Campagnes SMS et Emailings for marketing communications, Qualification de fichiers for database enrichment, Gestion des réseaux et chat for digital engagement, and Enquêtes de satisfaction for customer feedback collection. The services are delivered by teleoperators from accessible facilities in Cambrai and Bouchain, France, and are primarily targeted at businesses seeking to outsource customer-facing operations while supporting social employment objectives.

Differentiator

Problem solved

Functional benefit

Products and services

• Standard téléphonique (Telephone Answering Service) Outsourced telephone answering service where SOFRATEL teleoperators handle incoming calls on behalf of client companies, ensuring seamless, brand-invisible call reception for the client's customers.
• Débordements d'appels (Call Overflow Management) Outsourced overflow handling service that absorbs excess inbound call volume during peak periods, reducing customer wait times and protecting the client's service quality.
• Campagnes SMS et Emailings (SMS and Email Campaign Management) Managed SMS and email campaign service that lets client companies communicate directly with their customers through targeted, dynamic information campaigns.
• Qualification de fichiers (Database and File Qualification) Data enrichment and file qualification service that improves the quality of client prospect and customer databases, including order management, complaints handling, and back-office operations.
• Gestion des réseaux et chat (Social Network and Online Chat Management) Social media management and online chat service that handles customer inquiries on behalf of client companies across social networks and website chat platforms.
• Enquêtes de satisfaction (Satisfaction Surveys) Customer satisfaction survey service conducting structured surveys by phone, email, and SMS, used by public administrations, hospital centers, social housing providers, and other custom client needs.

Quantifiable outcome

• Reduction of Agefiph and FIPHFP contributions for client companies
• +2 more outcomes

Named customers3 records

Segments4 records

Ideal customer profiles2 records

Technology focussed No

API detail

Has API

No

API docs

API detail

Core technology

AI maturity

App detail

Feature1 record

Partnerships

Ten partnerships are on record, tiered core and supporting.

• Pôle EmploicoreStrategic or Co-development PartnerNational public employment service partnership for job placement and workforce development. Sofratel EA works with Pôle Emploi to facilitate employment of people with disabilities and job seekers.
• Prefecture of Hauts-de-FrancecoreStrategic or Co-development PartnerRegional government partnership supporting disability employment initiatives and social integration programs in the Hauts-de-France region.
• AgefiphcoreStrategic or Co-development PartnerAssociation managing funds for professional integration of disabled workers. Sofratel EA enables client companies to reduce their Agefiph contributions by subcontracting services.
• OETH (Obsèques - Entreprises Territoriales Handicaps)coreStrategic or Co-development PartnerOrganization promoting employment of people with disabilities in territorial enterprises. Partnership supports employment mission.
• GEIQcoreStrategic or Co-development PartnerGroup of employers for professional integration and qualification. Supports Sofratel EA's mission of employing and training people with disabilities.
• Cap EmploicoreStrategic or Co-development PartnerSpecialized employment service for people with disabilities, providing recruitment support and workplace adaptation assistance.
• UNEAcoreStrategic or Co-development PartnerNational union of adapted enterprises, providing network and advocacy for companies employing people with disabilities.
• GesatcoreStrategic or Co-development PartnerNational purchasing network for sheltered and adapted enterprises, facilitating commercial relationships between companies and social enterprises.
• Region Hauts-de-FrancecoreStrategic or Co-development PartnerRegional council partnership supporting local economic development and social employment initiatives.
• CAP InteriumsupportingChannel Partner/ Reseller/ DistributorTemporary employment agency specializing in placing workers with disabilities, supporting workforce needs.

Scale indicators5 records

Recent moves5 records

Expansion highlights5 records

Direct peers

• Majorel: Global CX and BPO provider with strong European presence in outsourced voice, chat, and back-office services; comparable in scope of customer relationship services offered to enterprise clients.
• Konecta: Major Spanish/French-origin BPO operator with significant French footprint in outsourced customer service, inbound/outbound voice, and back-office work, directly competing for enterprise contact center contracts.
• Webhelp (now Concentrix + Webhelp): French-headquartered BPO and customer experience leader; directly comparable in outsourced call center services, multi-channel CX, and large-enterprise client base across France and Europe.
• Comdata Group: European-focused CX and BPO operator with outsourced contact center services across multiple channels; directly comparable in delivery model, customer segments, and service portfolio.
• APF Entreprises: French adapted enterprise network specifically employing people with disabilities; the most directly comparable peer on the Entreprise Adaptée model, also offering outsourced services with the same Agefiph/FIPHFP client benefits.

Broad incumbents

• Concentrix: Global customer experience and BPO major following the Webhelp merger, with deep European/French capabilities; a broad incumbent competing for the same enterprise outsourcing RFPs as Sofratel.
• Teleperformance: Global leader in outsourced customer experience management with major French operations; competes with Sofratel in enterprise voice/BPO contracts at significantly greater scale and geographic breadth.
• Sitel (Foundever): Large global BPO and customer experience operator (rebranded as Foundever) with European contact center operations competing for enterprise outsourcing mandates similar to Sofratel's.

Regional players

• ICCS (International Contact Center Services): French contact center BPO with comparable inbound/outbound call services; smaller regional peer with similar local customer base and enterprise-focused voice offerings in France.

Emerging players

• Outsourcia: Smaller French nearshore BPO player offering outsourced customer service and back-office work to French enterprises; an emerging competitor in similar SME and mid-market segments.

Market position

Strengths5 records

Weaknesses5 records

Competitive moat4 records

Key risks5 records

Key highlights6 records

Customer concentration

• LinkedInlinkedin.com/company/entreprise-adapt%C3%A9e-sofratel

Revenue estimate

Valuation estimate

Number of profiles

Profiles1 record

Funding overview

Funding rounds

Investors

Funding detail is available on the Subscription and Enterprise plan.Contact sales →

M&A

Investments

M&A and investment is available on the Subscription and Enterprise plan.Contact sales →

Frequently asked questions about SOFRATEL Entreprise Adaptée