INPS
Informing assurance customers on the availability of new services

On occasion of the launch of its new Call Center services, INPS decided to inform all the traders and shopkeepers of Italy. Each individual was contacted vocally by telephone, and received an explanation on the new Call Center services, with the possibility of requesting more detailed information. If the individual gave his consent, it was possible to transfer the communication to a Call Center operator.

Your Voice E-CO made a fundamental contribution to the success of the operation, enabling operatives to concentrate on the requests for detailed explanations, and avoiding the bulk of the outbound general information workload. Your Voice E-CO also helped manage call intensity in order to prevent peaks of demand on the Call Center. This was achieved by cadencing the outbound calls over a period of time, and reacting promptly in the case of excessive incoming calls to the Call Center. The principal statistics: over two million contacts in a month, with an increase in inbound traffic of over 300%.