SUCCESS STORY

How did Crédit Agricole Nord de France optimise its reach and boost its commercial productivity ?

The challenge

  • Increase Reach to over 80%
  • Promote autonomous paths
  • Reduce volume of incoming calls
  • Reduce pressure on teams
  • Encourage outbound calls

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.

The result

+34

REACH RATE

Calls handled by phone or digital / Total calls.

16%

CALL AVOIDANCE RATE

Rate of calls that have been directed to a digital pathway (selfcare or alternative channel to the telephone).

+20%

SALES PRODUCTIVITY

Time allocated by advisors for high value outbound calls.

90%

CUSTOMER SATISFACTION

Users satisfied or very satisfied with the service (survey conducted by telephone on a panel of 300 customers).

To achieve this

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

Orchestrated channels

IVR

Client Area

FAQ

Tutorial

Make an appointment

Mobile application

Form

Read the full interview with Laurent Graziani

About Crédit Agricole Nord de France

  • A major regional bank of the Crédit Agricole Group. 
  • A network of over 230 branches
  • A CRC accessible via dedicated lines for each business line: insurance, everyday banking, credit, etc. 
  • An IVR in natural language on a single number that redirects to the branch or the CRC