Testimony

Decrease a call flow by 30% by automating the identification of polluting calls

Customer Relationship Director

@ French Insurance Group, 2500 employees

calldesk collaborates with the Customer Relationship Director of a 2500-employees French insurance group specializing in life insurance policies. Since 2018, the group has launched a vast initiative, aiming to improve the customer satisfaction. The CRD’s goal is to improve satisfaction in its call center.

A call center cluttered with polluting calls

Unfortunately, the project is more complicated than expected. The number of calls to be processed increases by 5% every quarter, and the company is receiving a large number of so-called polluting calls. Many customers are not familiar with the scope of their contract, and call customer service to declare the slightest claim, even if it does not entitle them to any compensation.

Advisors waste a lot of time dealing with these worthless requests, and the flow keeps increasing, quarter after quarter. In addition, the system in place does not identify the real value-added calls, for which an agent’s intervention is necessary.

At this point, misfires are becoming more frequent, and the average waiting time has doubled in one year. And yet, the group does not wish to allocate additional resources to hire new customer advisers …

The goal: immediately identify priority calls

Faced with this, the Customer Relationship Director has a simple project for his call center. When receiving a customer call, he wants the request object to be immediately identifiable. Complex requests must then be prioritized and supported as quickly as possible by an advisor, who will provide the necessary emotional support in a time of distress. As for simple, repetitive or polluting queries, they could be processed automatically, without an agent’s intervention.

Finally, he would like to deploy this approach in the most transparent way for the client. It is this dual purpose that leads him to use calldesk.

The result: customer service can absorb the entire flow again

Less than three months later, the company has seen a significant improvement in KPIs at the customer service level. They are again able to absorb the entire flow and handle all calls, including a decrease of 30% in the number of calls to be supported by agents. The average call processing time (DMT) also decreased by 45 seconds.

From now on, all callers can receive an immediate response, and agents focus on requests that really require their attention.

100%

Quality of Service

30%

Less polluting calls

45 s.

AHT diminution

24/7

Customer service available

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