How did Crédit Agricole Nord de France optimise its reach and boost its commercial productivity ?
After deploying new contact paths in 2020, the volume of incoming contacts increased by 200%. This led to a 45% drop in pick-up rates, greatly affecting service quality.
Deterioration of the pick-up rate down to 55%. Thus service quality became an issue.
REACH RATE
Calls handled by phone or digital / Total calls.
CALL AVOIDANCE RATE
Rate of calls that have been directed to a digital pathway (selfcare or alternative channel to the telephone).
SALES PRODUCTIVITY
Time allocated by advisors for high value outbound calls.
CUSTOMER SATISFACTION
Users satisfied or very satisfied with the service (survey conducted by telephone on a panel of 300 customers).
Crédit Agricole Nord de France has deployed the DialOnce Visual IVR to offer its customers alternative solutions to the telephone on all telephone lines.
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