How does Macif ensure 24/7 telephone availability for all incoming calls?

Challenge

Macif ensures 24/7 phone reachability with DialOnce's Visual IVR

With the 1st lock down, forcing telephone advisors to stay at home, MACIF was no longer able to handle incoming calls. They had to find a fast, agile solution to handle phone calls by switching them over to a digital path to handle them differently. In view of the system's efficiency, the solution was retained and is still active.

Managing incoming call peaks
Improving the customer experience
Promote the use of digital technology

Key results

Digitazation 22% of incoming calls switched to digital

SelfCare 60% Sessions geared towards self-care or a form

Reachability 100% All calls are answered (digital or voice)

"The solution is still active today, we implemented this path based on our voice response time, call rates and available resources."

Jérôme Farcet

Telephone and Hot Stream Manager

To get there

In just 48 hours, MACIF deployed the DialOnce Visual IVR, enabling telephone calls to be switched to a digital pathway (selfcare or contact form for asynchronous processing). Members were able to continue contacting MACIF despite the confinement constraints. As a result of member acceptance of the system, the service is offered to callers 24/7.

Watch the webinar Macif X DialOnce