|Activity||Refrigeration and cooling solutions|
|Key Figures||22,000 employees
450,000 interactions voice/email per year
Since 2015, the company has deployed the Vocalcom Hermes solution in both its internal contact center and that of its external service provider – who assists especially during non-working hours – to manage 450,000 customer interactions per year.
Responsible for managing clients’ technical emergencies regarding their refrigeration and cooling solutions, the ENGIE Solutions contact center teams handle service call requests and send technicians on-site as quickly as possible if a problem cannot be resolved by phone. Cyril Roustan, Retail & Logistics Customer Service Center Manager, also relies on an external service provider, who uses the same Vocalcom Hermes solution, in order to manage internal and external agents on the same platform. «We create a common provisional agenda to best allocate our agents’ resources and handle call flows which can sometimes increase tenfold during seasonal periods, » explains Cyril Roustan.
The Vocalcom solution gives him total autonomy when overseeing call flows and resources, managing services, launching campaigns, or modifying the IVR. “We were using an ACD which required us to pay a service provider for maintenance as well as for each configuration or script change. The first advantage of the Vocalcom Hermes solution is autonomy, which saves us time and lowers costs.”
This autonomy and responsiveness were especially valued when it became necessary to deploy a remote working model for all agents in 24 hours at the start of the COVID-19 crisis. « The Vocalcom solution’s flexibility and user-friendliness allowed us to immediately adjust our scripts autonomously to assign lines to agents and route calls toward any station or PC, » notes Cyril Roustan, who was therefore able to guarantee the continuity of operations across his departments.
ENGIE Solutions’ tasks are critical, with their organization planned down to the smallest details. With service call delays of less than 2 or 4 hours, depending on equipment type, ENGIE Solutions works in a race against the clock with no tolerance for time estimations when managing customer interactions.
Thanks to the Vocalcom platform’s integration capabilities, all important information is gathered from the ERP and posted on the agent’s screen, helping him schedule the service call quickly – including the technician’s contact details, the name of the closest agency, the agency’s operating hours, and the customer’s address.
When overseeing its operations, ENGIE Solutions can view its KPIs and the state of its different departments and resources in real-time – so many tools that allow continuous service quality optimization, which remains an absolute priority:
“We are reaching a service quality rating of 97% for a task, while the industry average normally does not get above 92%. We are achieving better thanks to the supervision tool’s real-time visibility. This gives us the critical responsiveness we need in order to accomplish our tasks and make our customers happy” concludes Cyril Roustan.
Working for 25 years in customer service, with half of that time for outsourcers and the other half for brands is a better choice then, Cyril Roustan makes a final observation : “The Hermes solution brings together the best of two worlds and puts us in a collaborative industry dynamic which, I hope, will be the future of customer service.” With information sharing and easy access to data and KPIs, the Vocalcom contact center platform provides exceptional agility thanks to its function as a complete, all-in-one solution.
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