Unified Quality monitoring to ensure the management of service providers
"To date, the platform has generated 20% time savings, knowing that this should increase further. Supervisors' time, thus freed up, is now reserved for workshops, processing requests, working on quality , service attitude, etc. Working with several service providers, CROSS-CRM also allows us to have a more homogeneous and reliable view of KPIs by service provider and by advisor, to better measure ROI!"
Testimony of Cyril Fontaine - Director of Customer Relations
The CONTEXT: Customer service for 20 countries - 1,8 million customers - 200+ advisors spread over 5 outsourced centers
About 4000 calls / day - About 3000 digital conversations (email + chat) / day - Heterogeneous contact center solutions