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International Phone Sales Systematization

Case 012 Federal Administration of Catalunya

Goals

In April 2013, the government approved concentrating all citizen phone-base services on number 012.
Given this, the purpose was to facilitate telephone service to citizens.

Strategy

  • To incorporate a Virtual Agent, an innovative and efficient call forwarder:
  • Users indicate the purpose of their calls by means of an open-ended question and their answers are interpreted by the virtual agent, which routes the call to the specialty that can address the issue, preventing going through a generalist care provider

Results

  • 1,280,000 calls answered in 2018

  • 98% of calls profitably answered

  • 11,000 different inquiry motives

  • 86% expert care

  • Satisfaction: 4,7 (on a 1-5 range)

Benefits

EFFICIENCY:

  • OPTIMIZED RETURNS
    Less agent interventions than with a classic model
    Increased care capacity with the same agent hours

  • EFFICIENT MACHINE/HUMAN MIX
    Agents only intervene where they can add value; all the rest is automated

  • BILLING BY INTERACTION
    Virtual Agent (AV, ASV) Interaction
    Human Agent (AG, AE) Interaction

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