Customer Testimonial
Omnichannel
Customer Engagement Solutions
As a key player in the telecommunications industry, SFR must consistently adapt its strategies in a super competitive context escalated quickly by the deployment of fiber optic and 5G. This reality has led to challenges with customer retention and telesales campaigns. While SFR has perfectly adopted the use of digital channels, the voice channel remains essential to customer relationship management.
Challenges
Every year, SFR organizes and oversees hundreds of outbound call campaigns to both prevent customer churn and drive telesales. Each outbound call campaign enlists the teams of several outsourcer partners spread across many sites.
Deploying tailor-made campaigns with a flexible cloud solution
Maximizing customer retention rates with highly targeted scripts
Improving agent performance
Overseeing quality in a continuous improvement dynamic
Advantages
Standardized cloud solution across all sites
Predictive outbound automated dialer
Solution offering flexibility and autonomy
Easy campaign management
Real-time supervision
Call listening and recording
5 000 000
Between 1 and 5 millions outbound calls per month
100
More than 100 campaigns per year
How to maximize the results of your retention and telesales campaigns?
SFR ranked second among telecommunication operators in France, chose the Vocalcom Hermes Cloud Solution to optimize their customer retention and telesales campaigns.
1000
Agents
85%
Transformation rate improved to reach 80 to 85%
