Government

How does DGFiP improve the experience of users who call them?

Challenge

DGFIP enhances user experience with DialOnce's Visual IVR

Promoting the use of digital technology

As part of the withholding tax system and recent tax reforms (abolition of the housing tax, end of the public broadcasting contribution...), the DGFIP wanted to offer new services to its users in order to encourage the use of digital tools and handle a sharp increase in calls.

Objectives:

Offer a response to every user as part of its public service mission
Promote the use of digital technology
Reduce the volume of incoming calls

To reach goals

Visual IVR

The DGFIP deployed DialOnce’s Visual IVR on the tax hotline numbers to optimize daily accessibility.

Listen to the replay of the DGFIP X Orange X DialOnce webinar featuring the testimony of Emmanuel Cardot, Head of Contact Centers.

Watch webinar replay (french)

DGFIP and DialOnce's Visual IVR: Optimized reachability

"The DialOnce solution had the advantage of offering several access modes to the Visual IVR, one of which I'd describe as automatic, and which won us over."

Emmanuel Cardot

Consumer Contact Center Manager

Results

Avoided calls 10% Requests handled via an alternative communication channel to the telephone

Pick-up rate +30pts Number of calls answered / out of total calls received

Experience 📈 Increased use of DGFiP digital solutions

Scenarii 5 adaptations per year. Agility to easily modify contact paths according to current events

Orchestrated channels

FAQ

IVR

Email

Mail

App

Forms

Customer area

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