In France, young people aged 16 to 25 (30 for people with disabilities) have the opportunity to carry out a community service mission known as Civic Service (Service Civique). We met Lionelle Drillien, Chief of Staff at the Civic Service Agency, the body responsible for managing and providing information about this public policy to talk about the IVR system (Interactive Voice Response) they have recently installed.
A real need for information
A system like Civic Service is complex to run. Young people are paid an allowance to carry out community service work. Therefore, they come to the project with many questions: what missions are available? In which fields? What does the allowance consist of? Meanwhile, organisations interested in offering missions also have questions: what missions can they offer? How can they find volunteers?
« The IVR system project was launched in response to our users’ need for information, » explains Lionelle Drillien. « We are running a system that interacts with over 140,000 young people and over 10,000 organisations a year. All the information needed to answer their questions is centralised on a website, but that wasn’t enough any more. »
IVR systems as a new channel for information
Civic Service opted for a channel that provides a good balance between automation and personalisation: telephone calls. « Setting up a call centre to answer all our users’ questions was not an option, given the quantity of questions we expected to receive. Therefore, an IVR system was the logical choice, » explains the Chief of Staff.
Bidding successfully for the public contract, RingRing set up the IVR system for Civic Service. « The structure of the IVR system is very complex. The system can answer many questions on about 20 different subjects. These range from questions from young people on Civic Service contracts to general information, via administrative questions from host organisations, » explains Lionelle Drillien.
Optimising IVR for greater efficiency
As many answers as possible are provided directly within the IVR system. But, when human intervention is necessary, callers are directed to a call centre. Calls are transferred to about ten different numbers, each operated by staff trained in all the subjects covered (young people on missions, young people before their missions, civic service organisations etc.).
When the transfer takes place, the staff member is informed about the caller before picking up. So, they can see which information the caller has already selected in the IVR system and which language they speak, for example. This helps the call centre worker to prepare answers and be more efficient.
« The complex structure of the IVR system meant it needed to be tested by potential users. With the support and expertise of RingRing, we organised test workshops with young people and organisations, enabling us to refine the menus and improve the different messages, » Mrs Drillien explains.
A successful, operational IVR system
« The collaboration with RingRing went very well, and enabled us to be operational quickly, » declares Mrs Drillien. « The IVR system has been online since 4 March 2019, and we are very satisfied with how it works. I see it as a great success. »
To help its clients overcome their technical challenges, RingRing is constantly innovating to find the best solution for each situation. Are you facing a challenge? Are you interested in getting your own IVR? Let’s talk about it!