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Faced with an overloaded customer service leading to a high abandonment rate, Le Forem (the Belgian equivalent of Pôle Emploi) sought to address the service quality issue through an approach focused on modernizing customer reception and developing digital solutions.
Objectives:
Le Forem deployed DialOnce’s Visual IVR, enabling phone calls to be redirected to a digital self-care journey that offers job seekers a faster and more convenient interaction.
The project was rolled out within just a few weeks and required very limited internal resources.
Looking ahead, Le Forem plans to extend service access through Google Business Messages and its website.
"Today, we are convinced that there is a causal link between the implementation of DialOnce and the recovery of our indicators."
Etienne Cornet
Contact Center Director, Le Forem
