Logica overhauls Credit Agricole call centre ops

Logica overhauls Credit Agricole call centre ops

Crédit Agricole Centre France (CACF) is reporting an improvement in call centre management and operation following the implementation of a comprehensive modernisation programme from Logica.

CACF says the overhaul has enabled it to reduce administrative costs, simplify and improve customer management, and migrate its legacy call centre to a virtual call centre that handles multiple sites and funds.

It features improved call dispatching that automatically transfers calls to another site when one site is saturated and a single number nationwide for customers to call. The call management system has also been simplified, by the introduction of computer-telephony integration at the operator desktop.

Since setting up the new solution, CACF has managed to process 96% of incoming calls and achieved a customer satisfaction rating of 98%.

Ramon Ferrer, head of the new technology department at CACF, says Logica was called in when the bank decided to set up its fourth site in Guéret.

"We decided to rethink our legacy system, which was too expensive to run and poorly suited to our changing business needs. We also wanted to be able to move quickly to an architecture allowing us to deploy new, advanced telephone systems and overcome numerous technical constraints," he says.

CACF set up its first multi-site call centre (at Clermont, Toulon, Naves) in 1995.

Comments: (0)