How Pierre & Vacances makes the most of speech analytics

Improving customer relationship management with speech analytics

In this article, published on mydatacompany.fr and then on alliancy.fr, Christophe Auffray explains in detail how Pierre & Vacances has used artificial intelligence to analyze the voice data from its contact centers.

It features insights from Grégory Sion, Managing Director, Sales, Digital & Innovation at the Pierre & Vacances Center Parcs group. He describes the needs and challenges the group was facing: more than 1.6 million calls received each year, yet only 1% of them listened to afterwards to extract insights about its customers.

To validate the value of using artificial intelligence, Pierre & Vacances Center Parcs started with an initial test on 10,000 calls. The group has since extended the program to 8 European call centers and a volume of 100,000 calls, gaining one conversion point along the way within six months.

“If you consider that we are at an average conversion rate of 30% on revenue of 200 million euros, 1 point represents many millions of euros.”
Grégory Sion, Managing Director, Sales, Digital & Innovation, PVCP

To learn more, read the full article on the Alliancy website

Alliancy.fr: Pierre & Vacances makes the most of its call centers' voice data

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