Fidelis Group, the leader in donation collection calls in France for non-profit organizations, has revolutionized its approach to ensuring compliance with donation pledges by integrating Audioliz into its quality management process. This innovation has resulted in a significant improvement in the collection rate per call, registering a 15% increase.
Automatic and Accurate Validation of Donation Pledges
One of the major challenges in donation collection is ensuring the validity of each commitment made by donors. Audioliz verifies several essential criteria in real time:
- The correct collection of the donor’s contact details
- The explicit validation of consent
- Compliance with GDPR regulations
- The use of mandatory phrases to validate a donation
This automated system helps to avoid errors and ensures that every donation pledge meets legal and quality requirements.
Centralized Management for Consistent Quality
Audioliz has brought about a real transformation in the quality management of Fidelis Group’s various call platforms. By centralizing performance monitoring and sending immediate alerts in case of anomalies, Audioliz has enabled:
- Consistency in quality monitoring
- Instant alerts in case of non-compliance
- More precise and relevant feedback to agents
- A significant reduction in costs and an optimization of the quality specialists’ workload
Automating quality controls has had a considerable impact on Fidelis Group’s operational efficiency:
- A 95% reduction in the time allocated to call listening, as quality specialists no longer spend hours manually analyzing calls.
- A 90% saving on quality personnel costs, allowing resources to be allocated to higher value-added tasks.
- A renewed focus on coaching and training agents, enabling continuous skill enhancement.
Conclusion
The adoption of Audioliz has allowed Fidelis Group to optimize its processes, improve its collection rates, and provide unparalleled quality monitoring. This offers further proof that artificial intelligence, when applied to call centers, can transform the performance and efficiency of an organization.
