IFS: how to increase contact center productivity by 50%?

increase contact center productivity
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Thanks to the implementation of an omnichannel solution in its contact center, Iemas Financial Services was able to increase the productivity of its sales by up to 50%.

The company, that sells financing and insurance packages, needed to evolve its technological platform. It needed to integrate SMS and email with its voice channel. As well as being able to offer a truly omnichannel customer service.

Because of this implementation, the company was able to maximize the efficiency of its sales processes. Both in its voice and digital channels. In addition, it automated its outbound dialing processes and incorporated tools that provide business intelligence and facilitate the measurement of key indicators. In this way, it raised its clients’ satisfaction indexes.

To face this challenge, the company decided to implement and omnichannel technology for contact center. As a result, Iemas Financial Services automated its outbound campaigns and increased productivity by 50%. It also managed to reduce costs and improve customer satisfaction and, therefore, customer loyalty.

Download the Success Story to learn how IFS managed to turn its contact center into a growth tool.

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