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Client case study
Ensuring the management of inbound calls for a major French administration: a huge challenge in terms of quantity and quality!
To ensure that public services function correctly, it is vital to respond to and support users. The responsibility and image of the State are at stake. That's why a major French administration asked H2A to manage its inbound calls.
The task: to manage a high call volume and provide technically demanding responses.
Once the brief had been received and the client’s needs were clearly understood, the Production Director and the Account Manager lost no time getting to work!
They:
- Drew up precise criteria for the selection of the call center staff: rigor, outstanding ability to listen, good pronunciation and, most importantly, ability to master technical and regulatory subjects.
- Brought together a team of 105 call center agents.
- Set up procedures and an organization to optimize call handling.
- Instigated hands-on management of the team in order to ensure permanent quality monitoring.
A strong, long-lasting partnership-based relationship
Satisfied users
Call handling quality level: 90%