The Business Challenge

The Customer services its customers through different channels. One of them is a retail network of more than 300 stores and Partner call centers. Retail stores provide the advantage of offering a more personal service compared to the impersonal call center agent, however they can only communicate when a customer enters the store. It is essential for the Company to be able to communicate with all its customers in the most efficient way to achieve its main goals: Increase of customers numbers, maximization of profits, maximization of customer retention and roll-over business.

To achieve the above, the Customer needed to combine the advantages of the central and mass communication, done through call centers, utilizing modern call center platforms and dialers to maximize productivity, with the more personal nature of the local store.