Staying ahead of the competition: the Abacus example

Staying ahead in a highly competitive industry like vocational training is a constant challenge. Abacus, the training scheduler launched in 2020 that has more than 10,000 coached individuals and over 300 partners, is at the heart of this issue.

Success often means new and urgent issues, such as the management of inbound requests, which must be handled quickly to avoid impacting service quality and customer satisfaction.

Mahamadou Diaby, the company's CEO, experienced this when his service was faced with an explosion of requests (from 200 to more than 20,000 in a few months) from individuals or partners wanting to join his service. The challenge was to differentiate itself from the competition by offering a 100% quality of service and to resolve calls in real time without human intervention.

Don't miss any calls

The training sector has been booming since the creation of the CPF. This market has doubled between 2019 and 2021 to reach 33 billion euros. This growth has resulted in a tenfold increase in the number of players in this sector, resulting in unprecedented competitiveness.

One motto for companies in the sector, do not miss any incoming call. A missed call is a request that goes to the competition.

Faced with this situation, Mahamadou Diaby decided to transform the management of incoming calls with the objective of achieving a 100% QS (Quality Service or pick-up rate). In a few months, the growing company had gone from 200 monthly visits to more than 20,000, causing an explosion in the volume of incoming requests and the risk of sending them to the competition if the responsiveness was not assured.

The implementation of a virtual agent was the only approach that allowed to jointly improve the QS and reduce the processing costs. This objective was achieved in the first week of use with a 100% pick-up rate 24/7. Today, more than 60% of incoming calls are resolved in real time by the Reecall virtual agent without requiring human intervention.

"Our growth will always cause a mismatch between agent recruitment and the increase in the volume of inbound calls to be handled. Reecall quickly became an obvious choice for its ability to resolve calls in real time.

Integrate the data

A virtual agent alone, no matter how well configured, cannot replace a human being in 100% of the cases. The best results in terms of customer satisfaction are observed when the teams are only called upon for high value-added requests. The integration of the virtual agent data with the customer relations team's tools (ticketing, VoIP, CRM) is essential to ensure that incoming requests are handled quickly. Abacus' virtual agent was integrated with their telephony and CRM tools to allow for seamless transmission of unresolved calls. The Reecall teams connected the customer's CRM data to the virtual agent in less than 3 days, allowing the transfer of all the information collected by the agent (contact information, purpose of the call, targeted training, etc.). Depending on each request, "smart tags" are applied to the requests to activate automated actions following the call. For example, sending a questionnaire by e-mail or SMS to pre-qualify the request for Abacus teams. Reecall even goes so far as to auto-complete forms thanks to a typeform integration.

"What was decisive in our choice was obviously the performance of the virtual agent, but also its network of integrations that allow it to go further than the conversation. At Abacus, these integrations allowed us to reduce by half the number of calls needed to convert an incoming request. This has had a direct impact on the ROI of our teams."

The next step

When entrepreneurship and growth are at the heart of your motivations, you are always looking for new solutions to help you move forward. That's why Abacus will deploy Reecall across all 12 activities of the group founded by Mahamadou Diaby with use cases going beyond training, particularly in real estate.

‍