Biovancia, a French company specializing in dietary supplements and cosmetics by subscription, handles 12,000 calls per month with a team of 20 advisors. The company faced a critical problem: the lack of centralized call tracking prevented effective monitoring of interactions and exploitation of conversational data.
Without a centralized system, each advisor managed customer information individually, which created inconsistencies in case handling and responses provided to customers. The absence of shared history made it impossible to personalize interactions and detect customer dissatisfaction signals. Call reports, written manually by each advisor, represented a considerable waste of time without providing a global analytical view. This situation prevented the identification of improvement areas and best practices.
The solution
Call quality monitoring, an advanced transcription solution that enables better customer follow-up, verifies compliance with proper procedures, and optimizes customer service quality by analyzing every phone interaction.
- Automatic call transcription and summary
- Internal procedure compliance analysis
- Data integrated into CRM for bettre customer understanding
- Advanced real-time dashboard
- Complementary human supervision and control
The benefits
Personalized customer interactions through centralized exchanges
Advisors save time without losing quality
Managers identify improvement points at a glance
Better customer satisfaction through more consistent and relevant responses
“Thanks to call quality monitoring, our agents save precious time while offering better informed and more personalized service to our subscribers.” –Biovancia
Technical details
Latest generation French AI models, call transcription in seconds, compliance analysis based on call type (inbound, outbound) and contact reason
Future developments
Creation of personalized training plans for each agent
Real-time action recommendations during calls