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Working conditions around the world have dramatically changed over the last two months, requiring rapid responses, agile strategies, and trusted reliability. Odigo has been a driving force in helping contact centers overcome current containment conditions while maintaining operational efficiency, providing rewarding agent experience, and delivering excellent customer service.
Lacking the technical infrastructure to deal with a new reality at the beginning of March, leading Belgium-based telecom VOO urgently required remote work capabilities. They turned to RingRing, an established provider of Odigo’s omnichannel cloud solutions, adept at designing customized programs tailor-made to suit individual companies’ needs.
Partnering with RingRing allows Benelux companies to implement Odigo’s user-friendly console to facilitate omnichannel communication quickly and conveniently. The cost-saving benefits, cutting-edge technology, and rewarding communication are enjoyed by employers, agents, and customers alike. RingRing’s implementation of Odigo’s solution began on March 18th and the first testing took place a mere three days later. “That was the moment we realized the exceptional collaboration installed between VOO, RingRing and Odigo” says Geert de Saedeleer, VOO’s Customer Care Director.
The numbers speak for themselves. After just one week implementation, all 188 agents were effectively working from home, turning an entirely field-based call center to a 100% teleworking operation. Once equipped with Odigo’s flexible cloud solution, absenteeism fell from 62% to a mere 5% and calls per team (per day) increased from 1300 to 1800, a 38% jump in productivity!
Presently deployed to support the administration/billing, fix support, and mobile departments, Odigo products have significantly reduced average handling times and costs, achieving a current average handling time of 7 minutes, 5 seconds, with financial savings of between one and two euros per call! While the measurable benefits are evident, additional advantages for VOO include a strengthened brand reputation, satisfied staff and the increased customer loyalty that results from greater accessibility, heightened security, and seamless customer journeys executed through a channel-less approach to interactions.
Though transitioning to a flexible cloud solution was motivated by an extraordinary situation and the desire to guarantee employee safety while avoiding an interruption to services, VOO is so delighted with the speed of implementation, practicality of use, and effectiveness in achieving results that their Odigo solution has been extended to other departments.
To find out more about accomplishing a smooth transition to remote work through Odigo’s flexible cloud solutions, click here.
The Association des Donneurs de Voix has a mission: recording and distributing audiobooks free of charge to people with disabilities. Soon their library will be enriched by the voices of Odigo team members. More than 50 Odigo employees recently volunteered to record an audiobook together, while Odigo supported the NGO financially with a donation.
Odigo is now a partner for Google Cloud’s Contact Center AI (CCAI) solution. Odigo sales teams will work with Google Cloud to help existing and new clients to develop individual AI solutions for their specific CX needs. Access to Google Cloud’s AI technology makes Odigo’s solutions available to more people across the globe than ever.
Let’s look back at some of the defining moments and milestones we’ve experienced in 2020.