Customer Testimonial
Omnichannel
Customer Engagement Solutions
The CNED customer service center leverages the expertise of 55 agents who support students and adults in training throughout their customer journey. They assist customers take action prior to enrollment to call back web leads, advise on the choice of training programs, and answer the questions of students and parents. Agents also support customers during their enrollment as well as during training to help them especially with using online training platforms.
Challenges
The main challenge for CNED, as a public organization, is to offer the best customer service quality for an activity marked by high call volumes and very strong seasonality.
Adopting a flexible solution for more agility and resilience
Strengthen empathy and personalization, key customer service factors
Oversee business activity to guarantee service quality
Advantages
Autonomy in configuring
Versatility of the solution
Easy management of outbound call campaigns
Flow management in real time
Rich activity statistics and reports
Integration with CRM application
Cloud solution for remote working management
400 000
Inbound calls per year
30 000
Contacts through outbound calls per year
How to handle increasing inbound calls, while improving service quality?
CNED, a key player for remote teaching in France, chose the Vocalcom Hermes 360 solution for its customer service center and 55 agents.
90%
A service quality of 90% during off-peaks months and 80% during activity peaks
55
Agents
