The Red Cross reachability during crises
Improve QoS
Due to the health crisis and the war in Ukraine, the Red Cross customer service department was faced with a high volume of incoming calls (donations, receipts, volunteering...). In order to be able to provide the best possible service to everyone, and to concentrate its expenditure on its missions to protect and assist populations, the Red Cross wanted to digitalize its relationship with its users.
Objectives:
- Optimize reachability
- Promote the use of digital solutions
- Improve service quality
Project
DialOnce Visual IVR was deployed on Red Cross voice and digital channels to contain incoming call volumes and direct part of the flow towards online donation solutions.
The quality of customer service has been improved, enabling advisors to prioritize high value-added actions while giving greater visibility to Red Cross solutions (e.g. "Donner Croix-Rouge").
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Since we've been using DialOnce, we're much more available to serve our audiences and concentrate on our missions. Call peaks, due to the various crises, are absorbed thanks to the digital overflow of calls that don't require the mobilization of our teams.
