Chile’s largest bank
BancoEstado is the only public bank in Chile. Founded in 1855, it operates the largest in-person and virtual customer service network in the nation. The bank serves more than 14 million customers — 72% of the Chilean population. This is the highest banking penetration in Latin America.
But the bank’s social impact goes deeper. BancoEstado provides products specially designed to expand banking access to underprivileged Chileans. And by locating its contact center in the city of Lota, it carried out an inclusive social project. The contact center was created in 2002 as part of a local mining project. Today, the contact center is the largest and most important source of employment for this community. It has 1,300 employees, of whom 85% are women.
“One of the ways to support labor reconversion was to install a contact center built from scratch in a new building, the largest and most modern one in Lota,” said Ángela Molina Carvajal, Head of Channel Quality Management at BancoEstado. “The initiative created 1,300 jobs, something that greatly helps the community.”
Today, the Lota contact center is one of the busiest in Chile — managing all types of inquiries, including customer service, collections and outbound commercial campaigns, among others. The contact center’s average volume is 8 million calls per month; however, most incoming calls are resolved through the IVR with 8% or 660,000 calls handled by live agents. Self-service allows BancoEstado to meet the daily demand of customers at the appropriate time and opportunity.
Leading through the pandemic
BancoEstado customers are accustomed to going to the nearest branch or calling the contact center if they have any questions. When the pandemic broke out, the government ordered a lockdown in March 2020. It also implemented a health contingency plan, in which in-person visits to the bank’s branches where restricted. The bank looked for solutions and decided teleworking would enable the best service to customers.
But the contact center didn’t have the technical capability to enable teleworking. As a result, it was operating at half capacity to meet social distancing protocols, which impacted the quality of customer attention and satisfaction. Today, after using a Genesys solution to make teleworking more feasible, the contact center distributes 33% of its operations among other branches in the country. As a result, 340 people, mainly located in the Valparaíso, Santiago Metropolitan, and Aracaunía regions, are connected — allowing them to remotely attend to clients’ requests.
“We were not living up to what is expected of us or what we ourselves expect,” said Luis Chávez Tuesta, Head of Software and Product Development at BancoEstado. His mission was to lead the team that moved the contact center to the cloud.
As BancoEstado looked to build on its previous Genesys Engage solution, the migration marked a new chapter where the bank evaluated various vendors. “At BancoEstado, for each initiative we look for partners who can help us provide the best service to customers,” said Chávez Tuesta.