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