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Case 012 Federal Administration of Catalunya

International Phone Sales Systematization

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

1
2

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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