Insurance, banking

How has Crédit Agricole Nord de France optimized its reachability and boosted sales productivity?

Challenge

Improve QoS

Following the deployment of new contact paths in 2020, the number of incoming contacts increased by 200%. The pick-up rate then deteriorated to 55%, posing a service quality problem.

Goals:

Achieve reachability of over 80%
Promote autonomous pathways
Reduce the volume of incoming calls
Reduce pressure on teams
Encourage outgoing calls

Choices

Le SVI visuel

Crédit Agricole Nord de France has deployed the DialOnce Visual IVR to offer its customers alternative solutions to the telephone on all telephone lines.

Read the full interview with the Customer Relations Center Director

Results

Reachability +34 pts Calls handled by phone or digital / Total calls.

Avoided calls 16% Rate of calls directed to a digital pathway (selfcare or alternative channel to the telephone)

Productivity X3 Insurance contracts, thanks to the time allocated by our consultants.

CSAT 90% Users satisfied or very satisfied with the service.

""We gained 34 points of reachability where we had initially hoped for 15-20 points. This has enabled us to rediscover our ability to make outgoing calls. We used to suffer our calls: today, thanks to DialOnce, we've been able to regain serenity in our teams.""

Laurent Graziani

Customer Relations Center Manager - Consumer Market

Orchestrated channels

IVR

FAQ

App

Forms

Customer area

Appointments

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