Case Study: SFR boosts retention and telesales performance with Vocalcom Hermes Cloud Solution

SFR improves telesales conversion to 85% with Vocalcom

SFR, a major telecommunications operator in France, faced significant challenges in managing its high-volume customer retention and telesales outbound campaigns across multiple outsourcer partner sites. In a super competitive market, they needed to improve agent performance and oversee quality while maximizing retention rates. To address this, SFR chose to implement the Vocalcom Hermes cloud contact center solution.

The Vocalcom solution provided a standardized, flexible platform with a predictive automated dialer, enabling SFR to manage over 100 campaigns per year and between 1 to 5 million calls per month. This implementation across more than a thousand agent positions led to a substantial improvement in performance, with transformation rates reaching 80 to 85%. Vocalcom's technology was central to achieving these enhanced results.

SFR