Context

  • Customer Service and Information Service Campaign
  • 100 calls per day
  • Prospection Campaign

Challenges

  • Improve the Service quality
  • Increase the volumes of opportunities
  • Reply to multilingual customers
  • Call Blending

Canals

  • Incoming - Outgoing – SVI

Results

  • +30% of calls handled
  • +20% of productivity ( skill routing and active matching )
  • Prospecting target exceeded of +8%
  • Improve the brand perception by customers in Tunisia