Case Study: SFR achieves higher customer retention and telesales efficiency with Vocalcom Hermes Cloud

SFR Combining agility and flexibility for tailor-made customer service

SFR, ranked second among telecommunications operators in France, faced fierce competition from rapid fiber and 5G rollouts and needed to improve customer retention and telesales handled across multiple outsourcer partners. To manage 1,000+ agents across 8 sites and between 1 and 5 million outbound calls per month, SFR selected the Vocalcom Hermes cloud contact center solution (VOCALCOM HERMES CLOUD) to standardize campaign management and control costs.

Vocalcom implemented a flexible, standardized cloud platform with predictive/progressive automated dialing, dynamic scripting, real-time supervision, call recording/listening and post-call surveys, plus integration with Recordsign for easy contract signing. This approach enabled SFR to run 100+ tailored outbound campaigns per year, segment at-risk customers for targeted retention, and improve conversion rates — with transformation rates increasing to about 80–85% — while keeping churn monitoring and agent performance under continuous improvement with Vocalcom’s tools.

SFR

Étienne de Tournemire

Technical Director of General Public Customer Service