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Faced with saturated customer service leading to a high rate of abandonment, Le Forem wanted to solve the problem of service quality with an approach focused on modernizing reception and developing digital solutions.
Goals:
Forem deployed DialOnce's SVI Visuel to switch telephone calls to a digital pathway (selfcare) offering jobseekers a faster, more convenient interaction.
The project was deployed in just a few weeks, and required very few internal resources.
Looking ahead, Forem plans to extend access to the service from Google Business Messages and the website.
"Today, we are convinced that there is a causal link between the implementation of DialOnce and the recovery of our indicators."
Etienne Cornet
Contact Center Director
