AFI Assurances, founded in April 1996 by Frédéric Bacmann, is a brokerage company specialized in consulting and selling supplementary health insurance and personal insurance contracts to individuals and liberal professions. In 2005, the company launched its remote sales department, requiring the creation of a competent and responsive contact center.
Challenge: AFI Assurances had to effectively manage incoming and outgoing calls for its prospects and insured clients, while maintaining a high level of quality and productivity. The initial outsourcing of the service proved inadequate, necessitating an internalization and a more rigorous structuring of the contact center.
Solution provided by ViaDialog: At the SECA exhibition, AFI Assurances discovered the solutions offered by ViaDialog. Seduced by the ease of use and competitive cost, AFI Assurances decided to collaborate with us. We implemented a high-quality voice solution for managing incoming calls, with a pleasant welcome message and a professionally managed waiting queue. Communications are easily directed to the right advisors, ensuring a personalized response.
For outgoing calls, our integration with their CRM tool facilitated automated dialing, thereby reducing errors. IP telephony was also introduced, offering flexibility and cost reduction.
Concrete results: Thanks to our solution, AFI Assurances observed significant improvements:
An call handling rate exceeding 95%.
Optimized queue management and reduced dialing errors.
Increased flexibility thanks to IP telephony.
Accurate statistics to refine responses to clients and increase operational efficiency.
Future projects: AFI Assurances plans to adopt new features such as Web Call Back to further improve call statistics. They also wish to integrate the Viamessages solution to automate email handling and enhance the speed and efficiency of customer service.
Testimony from Frédéric Bacmann, Founder of AFI Assurances: "Thanks to the support of ViaDialog, we were able to establish a new effective customer relationship policy. Our telephone availability rate is now over 95%, compared to less than 50% with our previous outsourced solution. We highly recommend ViaDialog for any company looking to modernize its contact center."
