Case Study

[CNED] Bringing together agility and resilience to guarantee the best service levels

Industry: Education - Solution: Vocalcom Hermes - Use case: Customer Service, Telesales

CNED is a key player for remote teaching in France, whether it be school education or professional development for adults. Committed to a professionalization project for its customer service center, CNED decided to leverage the Vocalcom Hermes contact center solution in 2019. This decision allowed the organization to demonstrate agility and resilience to guarantee teaching continuity during the COVID19 health crisis.

About CNED

Country: France
Activity: Remote teaching
Key Figures:

55 contact center agents
400 000 inbound calls in 2020
30 000 contacts through outbound calls per year

« The deployment of the Vocalcom Hermes cloud solution allowed us, in spite of a significant overload in call activity linked to the health crisis, to improve our service quality by 10% and our customer satisfaction by 10 points on answer quality and customer care. »

Julie Hébras, Director of Customer Knowledge and Customer Relations, CNED

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