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Optimising a contact centre platform

setec assisted Inter Mutuelles Assistance with these various issues in successive stages:

An audit on resource planning, leading to an increase in the skills of their “Performance” Department through the implementation of new steering tools brought in by setec, and new forecasting and sizing methods
A master plan for the development of the company’s technology platform, which resulted in the implementation of this strategy over several years (drafting of specifications and choice of add’on solutions, upgrading of the central platform)
An overhaul of the organisation of the platforms in order to consolidate the level of
skills of advisers, strengthen the management of seasonal workers, and better cope with call peaks.

Inter-Mutuelles Assistance

France

Inter Mutuelles Assistance was encountering several problems, both technical and business-related, with the evolution of their 900 position centre :

Technical problems linked to the obsolete nature of certain technologies used by the platform
New x functional requirements linked to the existence of call surges in the event of
increasingly frequent weather events, and to new uses by service beneficiaries (digital channels)
A need for better control of resource forecasting and sizing due to changes in the reasons for and times of calls, increasing numbers of calls in foreign languages, and the service quality requirements of their various clients
The need to adapt the organisation of the call centres due to this changing environment

A complex contact centre
Improving an existing system built on 30 years of expertise
Getting things done rather than doing them in order to develop skills
Operating a consultancy that reconciles technical, process and
organisational aspects at the same time, with different interlocutors, to improve performance

4.5 million calls per year

900 positions

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