Case Study: DIAC improves service quality with Zaion Callbots

How has the financial subsidiary of the Renault group DIAC gained 20 points on the quality of its service

DIAC, the financial services arm of the Renault group, was facing significant challenges in handling over 2.5 million incoming calls annually at its Customer Relations Center. With a team of 60 advisors struggling to manage peak volumes, customers were experiencing excessive wait times of up to 25 minutes, negatively impacting service quality. To address this, DIAC partnered with vendor Zaion to implement their Processingbot and Overflowbot solutions to automate requests and manage call overflow.

Zaion's solution included a Processingbot to automatically handle balance enquiries and four Overflowbots to manage calls during peak times by transcribing requests for a callback. This implementation drastically reduced customer wait times to under two minutes from 20 minutes and improved the center's quality of service score by 20 points. The solution also created an innovative training program for new advisors and led to a second Processingbot project being planned for another service line.

DIAC

Luce Guiraud

Customer Relations Director