Services

How does Le Forem improve its reachability by giving priority to digital contact channels?

Challenge

Digital transformation of customer service and improved reachability of Forem by DialOnce

Improve QoS

Faced with saturated customer service leading to a high rate of abandonment, Le Forem wanted to solve the problem of service quality with an approach focused on modernizing reception and developing digital solutions.

Goals:

Improve customer experience
Reduce contact rates
Reduce processing times

To achieve this

Forem deployed DialOnce's SVI Visuel to switch telephone calls to a digital pathway (selfcare) offering jobseekers a faster, more convenient interaction.
The project was deployed in just a few weeks, and required very few internal resources.

Looking ahead, Forem plans to extend access to the service from Google Business Messages and the website.

Results in 3 key figures

Abandonned calls 4% Against 35% at the start of the project

Wainting time 29' Against 3mn30 at the start of project

HR 10% full time agent

Orchestrated channels

Phone

IVR

FAQ

Forms

Customer area

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