Repsol, a world leader in the energy sector with more than 10 million customers, partnered with Izo to improve the quality of its Customer Service. Together, they designed a comprehensive evaluation program that significantly boosted service quality, improving management, customer service, processes and the efficiency of Repsol's operations, especially through its interactive voice response (IVR) system.

The project began with an exhaustive analysis of Repsol's customer service processes and systems. Areas of opportunity were identified and specific improvements were proposed in call management, customer service, internal processes and IVR configuration. Adjustments were made to wait times, voice messages and IVR options to improve the customer experience and increase operational efficiency.

A crucial part of the project was the automation of repetitive processes and the reconfiguration of IVR messages and options to make them clearer and more effective. This allowed for a faster response to customer inquiries and a reduction in waiting time, resulting in a more satisfying experience for users.

In addition, a continuous evaluation program was implemented to monitor and measure the quality of Repsol's customer service. Key performance metrics were established and periodic evaluations were conducted to identify areas for improvement and continue to promote service excellence.

As a result of these initiatives, Repsol experienced great progress in the quality of its customer service. The company was able to meet the needs and expectations of its customers more effectively and efficiently, leading to greater customer satisfaction and a significant improvement in brand perception. The design of the evaluation program was fundamental to the success of this project, as it provided Repsol with the necessary tools and insights to continuously promote excellence in customer service.