Ayesa provides the telephone service of the Ministry of Education, which responds to the information needs of citizens on educational issues.
The company has evolved this service towards a new model of interaction with citizens in which automation and self-consumption of information are two of the fundamental pillars to ensure high quality standards.
The service deals with claims related to university scholarships, recognition of foreign degrees or university dossiers. Annually 500,000 interactions are reached, of which 40% are concentrated in two bi-monthly periods.
Therefore, it is essential to perform a proper sizing of resources, along with the implementation of technological means.
The self-service model through a complex IVR system and the publication of self-help manuals in video format has allowed reaching service levels of more than 85% at times of greatest demand, in which the anticipation of user needs through the pattern of gluing to specialist agents has been fundamental.
The level of quality perceived by users is over 90%, thanks to the integration in the ACD system (automatic call distributor developed by Ayesa) of a connector for converting incoming telephone claims into the most common matters, as well as the immediate answers with the use of the email channel and the proper use of the Comeback system for the channelling of non-peak periods for the incoming calls.