Accademia Italiana Fitness is Italy's leading school for certifications in the fitness industry. Every year they train thousands of enthusiasts and professionals with more than 60 courses, including those for personal trainers, postural pilates, yoga, swimming and functional training. It employs more than 200 highly qualified instructors to ensure excellence in training. The courses offer European qualification, and for yoga they have recognition from Yoga Alliance, the main reference point for the yoga community worldwide.
Random call handling, lack of reporting, lack of control
"Before Aircall," explains Yanan de Gregorio, general manager of Accademia Italiana Fitness, "call management was chaos. We had 36 company cell phones, one for each agent, mainly dedicated to commercial activity.
This system presented enormous difficulties such as the lack of control: I could not effectively manage either devices or calls; routing of conversations was nonexistent, calls were not routed properly, causing confusion and inefficiency.
Often company cell phones would remain off for days without me noticing, resulting in loss of valuable contacts.
Even the allocation of calls was random. A trainee calling about an administrative problem could find himself talking to a sales person, who was unable to help him. This generated frustration; the user was often forced to dial a new, possibly unreachable number.
For me, it was impossible to know the volume of calls, the main requests of the callers and, consequently, to intervene to optimize the processes.
The only analysis tool available to me were phone records, which provided no useful information to improve our service."
Improve team performance and enrollment numbers with Aircall
Yanan then tells how the adoption of Aircall that revolutionized the management of his business came about.
"power2Cloud," explains Yanan de Gregorio, "which is our technology partner and already follows us for other digital solutions, recommended Aircall to us.
It was one of the opportunities for our business that we liked the most and we still think it has high potential.
The welcome message and the customized flows, created for administration and sales teams, allow directing each request to the right contact person, avoiding unnecessary loss of time.
Aircall has offered us greater control over agent operations to monitor performance, identify areas for improvement and take action to optimize team efficiency; tools to improve onboarding and the scripts to ensure a high-level customer experience."
We now have a clear view of performance
"By adopting Aircall we have improved the performance of our team and consequently also the number of registrations.
We have experienced an improvement in team performance. By monitoring and analyzing calls, we can identify and correct agents' shortcomings in using scripts to ensure that each trainee receives complete and accurate information, increasing transparency and trust in us. While the recording of each call allows us to verify the quality of service provided at any time and identify areas for improvement.
Finally, the simpleness and intuitiveness of Aircall, especially the mobile App that was highly appreciated by my team, made the adoption of this tool fast and effective.
With transcripts, I have a faithful record for each call, so we save time and can focus on delving deeper into each request. For example, I can see if we collect more requests for a particular course that I can proactively introduce.
Also, statistics about each call, such as time spent and agents involved help me better coordinate work and follow up with my whole team appropriately.
The AI identifies the sentiment of each conversation so we can prioritize each request
But it doesn't end here, because Accademia Italiana Fitness has also adopted the Artificial Intelligence add-on.
"It helps us to make each interaction with each trainee more meaningful. Thanks to Artificial Intelligence I get sentiment analysis for all conversations and this helps me to understand which cases to prioritize. I usually start with the negative ones and then move on to the neutral ones. I must say that Artificial Intelligence so far has never been wrong!".
