Testimonial
GIC
Major administrator of the Action
Logement (financial assistance
for housing) program
• 260 employees
• 2 teams of 8 agents
• 10,300 calls/month
• 50 calls processed per day per
agent
• Almost immediate response
quality charter
• Solution used:
AkioTM Interaction Center
Module(s):
Akio Contact Center
GIC improves its quality
of service with
Akio Contact Center
Company
Founded in 1955 by the Caisse des Dépôts et Consignations and
national companies, GIC is an interprofessional housing organization.
A leading administrator of the Action Logement (financial assistance
for housing) program, GIC has 12 offices in France, has granted
37,000 assistance packages and collected €143.4 million. GIC has 260
employees and 2 contact centers each with 8 agents.
Background
“Akio Contact Center’s userfriendliness and fast rollout
enabled our teams to quick
learn the tool and improve
their response times, which
in turn gave our customers
a better quality of service.”
Thomas Pellissard,
Customer Relations Center
Manager
Unified Interaction Center
Using its various entitlements, GIC matches families in need with
housing units. It also helps some households find housing.
The customer relationship is key to better understanding the individuals’
request and finding a solution that meets their needs. It was, however,
impossible to contact GIC via phone; all exchanges with customer
service were via postal mail.
As a result, it was extremely difficult to evaluate file traceability and
archiving was complicated. Customer satisfaction was rather low given
the processing delays and lack of a personal relationship.
Faced with this challenge, the Board of Directors wanted to improve
customer relations by providing customers with a powerful voice
interface that provides customer support.
GLOBAL INTERACTION
MANAGEMENT SOFTWARE
Selection and deployment
GIC had several requirements for any chosen solution. It had to be
capable of accurately measuring call volume, controlling inbound call
flows and integrating with the existing CRM.
Additionally, because there are two contact center locations, GIC need
a web solution that could be accessed from both locations and that used
voice over IP to optimize costs.
35% of our customers
are already
«Akio-multichannel».
Won’t you join them?
Note
Its choice logically fell on Akio Contact Center. Akio Contact Center was
selected for its fast rollout (3 weeks), user-friendliness, adaptability to
the CRM and to existing business applications. Additionally, its ability
to use statistics in real-time and its history archiving by flow and by
channel also factored into the decision.
Akio Contact Center was rolled out in two stages: launching the phone
flows, then the CTI flows and synchronizing with business applications.
Assessment and outlook
• Average conversation
length: 3 min
• 3 min maximum wait time,
caller can request a callback
• Call pick-up rate: 88%
GIC saw several immediate benefits once the solution was integrated
into its customer relationship management. First and foremost was the
obvious decrease in costs thanks to VoIP.
There was also the marked improvement in quality of service thanks to
the agents’ increasing response time. The call pick-up rate increased to
88% in 2011.
Finally, Akio Contact Center’s synchronization with business tools and
its flexible administration enabled the department to adapt to changes
in flow.
To further improve its customer relations, GIC is contemplating
upgrading its versions of Akio Contact Center and Akio Studio. GIC
is also examining upgrading its solution to become multichannel and
integrate new media such as email, chat and Web Self-Service.
Akio, in short
Founded in 1999
250 customers worldwide
20,000 users
Unique expertise
Special partnerships
Akio, 43 rue de Dunkerque, 75010 Paris - Tel. +33 (0)1 53 20 63 80 - Fax +33 (0)1 53 20 40 93
www.akio.com