{"id":1013564,"date":"2026-08-20T15:56:37","date_gmt":"2026-08-20T14:56:37","guid":{"rendered":"https:\/\/odigo.com\/?p=1013564"},"modified":"2026-08-20T16:00:40","modified_gmt":"2026-08-20T15:00:40","slug":"relation-client-assurance-pics-climatiques","status":"publish","type":"post","link":"https:\/\/odigo.com\/fr\/blog\/relation-client-assurance-pics-climatiques\/","title":{"rendered":"Assurance et catastrophes climatiques : sortir du mode improvisation"},"content":{"rendered":"\n<p>Les catastrophes naturelles se r\u00e9p\u00e8tent d&rsquo;une ann\u00e9e sur l&rsquo;autre, au point de relever de la normalit\u00e9 plut\u00f4t que de la crise exceptionnelle. Selon <a href=\"https:\/\/www.franceassureurs.fr\/wp-content\/uploads\/20260325_cp-conference-de-presse.pdf\">France Assureurs<\/a>, la profession enregistre 13 millions de nouveaux sinistres par an, quasiment 36 000 par jour en moyenne. Un \u00e9pisode fait sauter cette moyenne en quelques heures, et les appels viennent de personnes qui ont parfois tout perdu la veille.<\/p>\n\n\n\n<h2 class=\"wp-block-heading has-text-color has-link-color wp-elements-2108ad22817148a042327f2f7d8a0f1f\" style=\"color:#ff3466\"><strong>Pics de sinistres : les enjeux de la relation client<\/strong><\/h2>\n\n\n\n<h3 class=\"wp-block-heading\"><strong>Des \u00e9v\u00e9nements qui reviennent et s&rsquo;ajoutent \u00e0 l&rsquo;activit\u00e9 courante<\/strong><\/h3>\n\n\n\n<p>Toujours selon France Assureurs, les \u00e9v\u00e9nements naturels ont co\u00fbt\u00e9 <strong>5,2 milliards d&rsquo;euros en 2025<\/strong>. Chaque \u00e9pisode envoie une vague d&rsquo;appels qui se pose sur le flux habituel. Les al\u00e9as de la vie continuent pendant ce temps, la saisonnalit\u00e9 de l&rsquo;activit\u00e9 aussi. <strong>Les \u00e9quipes travaillent sous tension de fa\u00e7on continue<\/strong>.<\/p>\n\n\n\n<h3 class=\"wp-block-heading\"><strong>Le jour de l&rsquo;\u00e9pisode, tout arrive en m\u00eame temps<\/strong><\/h3>\n\n\n\n<p>Des <strong>d\u00e9clarations de sinistres<\/strong>, des <strong>demandes d&rsquo;assistance<\/strong>, des questions sur l&rsquo;\u00e9tendue des <strong>garanties<\/strong>, des appels de personnes qui cherchent surtout \u00e0 comprendre ce \u00e0 quoi elles ont droit, et des appels sans rapport avec l&rsquo;\u00e9v\u00e9nement. Le volume d&rsquo;appels grimpe, et avec lui le <strong>taux de d\u00e9croch\u00e9<\/strong> chute tandis que la <strong>dur\u00e9e moyenne de traitement<\/strong> s&rsquo;allonge.<\/p>\n\n\n\n<h3 class=\"wp-block-heading\"><strong>Les difficult\u00e9s que rencontrent les assureurs<\/strong><\/h3>\n\n\n\n<ul class=\"wp-block-list\">\n<li><strong>La file monte sans qu&rsquo;on sache de quoi elle se remplit : <\/strong>les outils de supervision affichent le volume, le taux de d\u00e9croch\u00e9 et la taille de la file. Ils ne disent pas forc\u00e9ment ce que les gens demandent. Sans cette information, difficile de savoir sur quel motif agir en premier.<\/li>\n\n\n\n<li><strong>Les urgences se noient dans le flux : <\/strong>la file ne contient pas que des sinistr\u00e9s. Elle contient aussi les demandes du quotidien et des appels qui ne rel\u00e8vent m\u00eame pas de l&rsquo;assureur, comme un adh\u00e9rent qui contacte sa mutuelle au sujet d&rsquo;un remboursement pris en charge par l&rsquo;assurance maladie. Rien ne distingue ces appels les uns des autres tant qu&rsquo;un conseiller n&rsquo;a pas d\u00e9croch\u00e9.<\/li>\n\n\n\n<li><strong>La n\u00e9cessit\u00e9 d&rsquo;agir vite et bien : <\/strong>les personnes qui appellent apr\u00e8s un sinistre sont parfois compl\u00e8tement d\u00e9munies. Elles viennent de tout perdre, ne savent pas par o\u00f9 commencer, et ont besoin une prise en charge rapide et efficace, avec le bon dosage entre automatisation et intervention humaine.<\/li>\n<\/ul>\n\n\n\n<p><\/p>\n\n\n\n<p><\/p>\n\n\n\n<h2 class=\"wp-block-heading has-text-color has-link-color wp-elements-17adeb86c58326fd779c2831d5308ae2\" style=\"color:#ff3466\"><strong>Odigo, la solution pour absorber les pics d&rsquo;appels en assurance<\/strong><\/h2>\n\n\n\n<p>Plusieurs briques sont mises \u00e0 disposition pour aider les assureurs \u00e0 r\u00e9pondre \u00e0 cette situation&nbsp;:<\/p>\n\n\n\n<h3 class=\"wp-block-heading\"><strong>Qualifier, r\u00e9pondre et router d\u00e8s le d\u00e9but de l&rsquo;appel<\/strong><\/h3>\n\n\n\n<p><strong>Odigo qualifie la demande en langage naturel<\/strong> avant la mise en relation. Une partie des sollicitations se traite alors en autonomie, le reste part vers la bonne comp\u00e9tence.&nbsp;<\/p>\n\n\n\n<p>Un appel qui ne rel\u00e8ve pas de l&rsquo;assureur est identifi\u00e9 et orient\u00e9 sans mobiliser de conseiller. Une question sur une franchise ou un d\u00e9lai d&rsquo;expertise trouve sa r\u00e9ponse dans la FAQ conversationnelle. Une demande d&rsquo;attestation se traite de bout en bout. Et quand l&rsquo;appel doit remonter vers un humain, le conseiller re\u00e7oit le motif et le contexte avant de d\u00e9crocher.<br><\/p>\n\n\n\n<h3 class=\"wp-block-heading\"><strong>Le r\u00e9sum\u00e9 de conversation : lib\u00e9rer le temps d&rsquo;apr\u00e8s-appel<\/strong><\/h3>\n\n\n\n<p>Le <a href=\"https:\/\/odigo.com\/fr\/blog\/resume-de-conversation-ia-efficacite-operationnelle\/\"><strong>compte rendu de l&rsquo;\u00e9change<\/strong><\/a><strong> est r\u00e9dig\u00e9 automatiquement<\/strong>.<\/p>\n\n\n\n<p>Un jour de pic, le conseiller encha\u00eene les dossiers sans passer les cinq minutes habituellement consacr\u00e9es \u00e0 ce compte rendu, et les <strong>codifications restent homog\u00e8nes<\/strong> d&rsquo;un conseiller \u00e0 l&rsquo;autre.<\/p>\n\n\n\n<h3 class=\"wp-block-heading\"><strong>Le Search Assistant : la bonne r\u00e9ponse pendant l&rsquo;\u00e9change<\/strong><\/h3>\n\n\n\n<p>La brique fournit au conseiller <strong>une r\u00e9ponse sourc\u00e9e tir\u00e9e de la documentation<\/strong> interne, sans qu&rsquo;il ait \u00e0 quitter la conversation.&nbsp;<\/p>\n\n\n\n<p>Sur une garantie qu&rsquo;il ne manipule pas tous les jours, le conseiller trouve la proc\u00e9dure sans mettre l&rsquo;assur\u00e9 en attente. La fonction <strong>Next Best Action<\/strong> compl\u00e8te ce dispositif en proposant de mani\u00e8re proactive les r\u00e9ponses et actions \u00e0 engager sur le dossier.<\/p>\n\n\n\n<h3 class=\"wp-block-heading\"><strong>L&rsquo;analyse des conversations : savoir ce qui remplit la file<\/strong><\/h3>\n\n\n\n<p>Le superviseur acc\u00e8de au d\u00e9tail de ce qui se dit pendant l&rsquo;appel comme en amont, au moment de la qualification.<\/p>\n\n\n\n<p>La file se remplit, et le superviseur voit quelle demande pr\u00e9cise la remplit. Il pr\u00e9vient l&rsquo;\u00e9quipe de <strong>planification<\/strong> pour le lendemain, <strong>adapte le message d&rsquo;accueil<\/strong> \u00e0 l&rsquo;\u00e9v\u00e9nement en cours et fait monter une <strong>r\u00e9ponse automatis\u00e9e<\/strong> sur les questions qui reviennent le plus.<\/p>\n\n\n\n<h3 class=\"wp-block-heading\"><strong>Le quality monitoring augment\u00e9 : cibler les \u00e9coutes utiles<\/strong><\/h3>\n\n\n\n<p>Les <strong>transcriptions sont analys\u00e9es pour rep\u00e9rer les conversations<\/strong> qui m\u00e9ritent une \u00e9coute, celles o\u00f9 une tension appara\u00eet.&nbsp;<\/p>\n\n\n\n<p>En p\u00e9riode de pic, le superviseur cible directement les \u00e9changes \u00e0 reprendre avec ses conseillers pour faire un <strong>feedback<\/strong>.<\/p>\n\n\n\n<h3 class=\"wp-block-heading\"><strong>Les messages d&rsquo;accueil et d&rsquo;attente : le levier imm\u00e9diat<\/strong><\/h3>\n\n\n\n<p>Adapt\u00e9s \u00e0 l&rsquo;\u00e9v\u00e9nement, avec le niveau d&rsquo;attente constat\u00e9 et une proposition de rappel pour les demandes qui peuvent patienter, ils lib\u00e8rent une partie de la file. Ces demandes basculent alors vers un rappel programm\u00e9 ou un chat avec un conseiller.<\/p>\n\n\n\n<h2 class=\"wp-block-heading has-text-color has-link-color wp-elements-f1ad7e329f3a55fb6505d84903970ebb\" style=\"color:#ff3466\"><strong>Par o\u00f9 commencer pour pr\u00e9parer le prochain \u00e9pisode<\/strong><\/h2>\n\n\n\n<p>La plateforme Odigo traite jusqu&rsquo;\u00e0 12 millions d&rsquo;appels par jour, avec un SLA de 99,95 %, chez 350 clients. Ces chiffres disent la capacit\u00e9 de la plateforme. Le reste tient \u00e0 la connaissance du m\u00e9tier. <a href=\"https:\/\/odigo.com\/fr\/assurance\/\">Odigo accompagne les assureurs<\/a>, et construit ses briques pour <strong>\u00e9pauler leurs \u00e9quipes et les aider au quotidien<\/strong> : trier les flux, garder la main sur la file, all\u00e9ger le travail apr\u00e8s l&rsquo;appel.<\/p>\n\n\n\n<p>Un pic se pr\u00e9pare demande par demande. Savoir lesquelles peuvent \u00eatre automatis\u00e9es, lesquelles exigent un conseiller, etc. Rien de tout cela ne s&rsquo;improvise le jour de l&rsquo;\u00e9pisode, le tout se d\u00e9cide en amont.<\/p>\n\n\n\n<p><\/p>\n\n\n\n<p class=\"has-text-color has-link-color wp-elements-f28c9691a18fa2fe547abc496f87303f\" style=\"color:#ff3466\"><strong><span style=\"text-decoration: underline;\"><a href=\"https:\/\/odigo.com\/fr\/assurance-pics-sinistres\/\">\u00c9VALUEZ L&rsquo;EFFICACITE DE VOTRE PARCOURS<\/a><\/span><\/strong><\/p>\n\n\n\n<p><\/p>\n","protected":false},"excerpt":{"rendered":"<p>Les catastrophes naturelles se r\u00e9p\u00e8tent d&rsquo;une ann\u00e9e sur l&rsquo;autre, au point de relever de la normalit\u00e9 plut\u00f4t que de la crise exceptionnelle. Selon France Assureurs, la profession enregistre 13 millions de nouveaux sinistres par an, quasiment 36 000 par jour en moyenne. Un \u00e9pisode fait sauter cette moyenne en quelques heures, et les appels viennent [&hellip;]<\/p>\n","protected":false},"author":7,"featured_media":1013567,"comment_status":"closed","ping_status":"closed","sticky":false,"template":"","format":"standard","meta":{"_acf_changed":false,"nxt-post-page-sidebar":"","nxt-post-page-display-sidebar":"","nxt-post-page-custom-sidebar":"","footnotes":"","reading_time":"","author_id":0},"categories":[1],"tags":[],"topic":[],"class_list":["post-1013564","post","type-post","status-publish","format-standard","has-post-thumbnail","hentry","category-non-classe"],"acf":{"blog_author":""},"yoast_head":"<!-- This site is optimized with the Yoast SEO plugin v28.3 - https:\/\/yoast.com\/product\/yoast-seo-wordpress\/ -->\n<title>Assurance : absorber les pics d&#039;appels climatiques | Odigo<\/title>\n<meta name=\"description\" content=\"Ce qui arrive au centre de contact d&#039;un assureur, et les briques Odigo qui permettent d&#039;absorber le pic sans 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