About Sodexo

Sodexo is the market leader globally in terms of services that improve quality of life, which is essential for both individual and organizational performance. Sodexo operates in 67 countries and has a sizable workforce while providing daily services to 100 million consumers through its distinctive combination of On-site Services, Benefits, Rewards, Personal, and Home Services.

Problem Statement:

Despite having over 48,000 employees, Sodexo has always strived to give each one of them a top-notch working environment. Before MyOperator, they had a toll-free number set up for all of their HR-related inquiries. However, despite offering a toll-free number, their HR department received a large number of calls.

Below are the challenges faced by Sodexo:

  • The high volume of calls each day was having an effect on productivity and service delivery because there was a pattern of repeat queries or similar query types.
  • Answering more than 150 calls per day and delivering the same information to different employees required a lot of work, and HR delivery resolution times needed to be continually improved.

The Solution:

To address the aforementioned problems, MyOperator provided them with a comprehensive solution that included a multi-level IVR, virtual number, comprehensive panel for ongoing call monitoring, and advanced level API integration with their HR software.

The IVR menu included all the frequently asked questions, such as how to update your employee information, apply for leave, check your leave balance, and more. Employees could select their issue from the IVR menu with ease, and a robotic voice would provide the necessary details or confirmation.

Key Results

  1. For their employee inquiries, they respond 3X more quickly.
  2. Their HR team's manual call handling has been reduced by 80%.

Customer Speaks:

This distinctive solution provided by MyOperator has majorly brought productivity improvement to the HR team and allows them to effectively manage their routine tasks. The result has surpassed our expectations and the system has significantly assisted us in bringing the required ease for our employees.

- Sodexo

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