Insurance, banking
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Following the deployment of new contact journeys in 2020, Crédit Agricole Nord de France experienced a significant increase in inbound contacts, with a rise of 200%. This increase led to a deterioration in the pick-up rate, which fell to 55%, jeopardizing customer service quality and team efficiency.
Objectives:
Crédit Agricole Nord de France deployed DialOnce's Visual IVR with the goal of offering its customers alternative solutions to traditional phone calls across all its phone lines. This initiative aims to enhance the customer experience by providing simple and efficient digital journeys, while reducing reliance on voice interactions. Thanks to this innovative solution, customers can now resolve their inquiries autonomously, benefiting from a fast and accessible service at any time.
"We gained 34 points of reachability where we had initially hoped for 15-20 points. This has enabled us to rediscover our ability to make outgoing calls. We used to suffer our calls: today, thanks to DialOnce, we've been able to regain serenity in our teams."
Laurent Graziani
Customer Relations Center Manager - Consumer Market
