Case Study: Belgacom achieves higher customer satisfaction, €3M annual savings and one million fewer live agent calls with Genesys

Lifting Customer Satisfaction, Sharpening Outsourcer Activity

Belgacom, Belgium’s largest telecoms provider offering quadruple-play services, faced growing competition and the need to boost customer satisfaction while controlling costs. The company needed to integrate new digital channels with its website, support online sales with instant access to live agents, reduce live-agent call volumes by one million per year, and gain full visibility and control over calls handled by outsourced contact centers.

By deploying the Genesys Customer Experience Platform (self-service IVR, Digital Channels, routing and proactive communications) and virtualized desktops for outsourcers, Belgacom introduced intelligent IVR, web callbacks, chat/email integration and targeted outbound campaigns. The program cut inbound agent calls by one million (10% better than target), saved about €3 million annually, raised top customer satisfaction from 75% to 80%, reduced repeat calls from 14% to 9%, increased web chat conversion from 16% to 25%, delivered up to 12% acquisition and 80% retention success rates, and improved in-house agent productivity by 8% (48 to 52 calls/hour).

Belgacom

Gerry Cools

Manager, Sales Strategy and Development, Belgacom