20-30
advisors
INO CX is flexible, easy to deploy and master. It allows us to develop our teams in serenity. In addition, INO has become a true partner for us. Their teams are reliable and pay close attention to our needs to help us build adapted solutions. Thanks to them, we built our information system and integrated INO CX into our technical and functional context.
Solerys is a French consultancy specializing in career transition and skills development. As part of the Alerys Group, it supports individuals nationwide with tailored coaching and training to boost employability and navigate professional change.
After winning a public tender from Pôle Emploi (France’s national employment agency), Solerys was tasked with contacting job seekers to schedule advisor appointments—prompting the rapid creation of a contact center.
SMS, outgoing campaigns
Fast deployment, campaigns automation, geo-tracking, contextualized SMS
My main missions are about: support and operational management, development of our services and implementation of a quality system.
This contact center project was at the heart of the implementation of a new service.
We won a call for tenders with Pôle Emploi to implement for them a new service. Beyond the service itself, what was new was the methods to promote this service. Indeed, what was different this time is that Pôle Emploi asked us to directly contact unemployment benefits recipients to suggest and book an appointment with one of our employment counselors.
We did not have any sort of contact center. We had to start from scratch. First at all, we had to think about the processes and find a tool that both technically and functionally meets our constraints.
Then, we recruited and trained a dedicated team to ensure that everything would be operational within a very short time.
Another important criteria, was the scalable capacity of the tool we would choose. Once again, starting from scratch, we needed to identify a skilled partner, able to support us over time based on the adjustments specific to this kind of project.
Every month, we receive from Pôle Emploi a list of people we must contact. After different checks, those lists are imported in INO CX.
1. First, we reach job seekers through a SMS campaign to tell them about the coming call.
2. Then, we launch outgoing campaigns. During the communication with the unemployment benefits, we provide our call center agent with the right information through scripts.
3. If we don’t succeed in contacting the unemployment benefits, the INO CX platform send a SMS informing them about this attempt and the recall.
4. When an appointment is booked, we send a confirmation SMS to the job seeker repeated twice for a better attendance rate.
We started this project in July with 4 call center agents. After 4 months, the call center team is now made of a manager, 2 platform supervisors and more than 20 collaborators. And it’s not over! In order to meet the needs, we anticipate additional hiring by the end of the year.
In terms of results, since July, we have made more than 105 000 calls and booked nearly 40 000 appointments!
The team will keep on growing and we will work with INO to focus on increasing automation, improving geolocation, increasing productivity and limiting human mistakes.
