Context

  • Infoline and Claims Management
  • Accident files Management
  • 20200 calls / day

Challenges

  • Improve the Service quality
  • Reply to multilingual customers over a wider time range

Canals

  • Incoming calls, IVR

Results

  • +60% treated calls
  • +20% in incomes(up-selling, cross-selling)
  • Improvement of quality of service through the registration for the training of counselors