Intense high-pressure environment
SBI Securities scouted the market for a partner with a proven track record in contact center transformation for large operations.
Atop the list of business requirements was scalability, eliminating the risk of ever missing or losing a potential trade due to the phone system reaching capacity. Another was ease of use and ensuring operators were empowered to manage multiple calls, clients and trades concurrently while staying calm under pressure. Planning for innovation and digital capabilities were also key considerations. The Genesys Cloud platform scored highest in all these categories.
Today, the platform enables SBI Securities to handle about 10,000 daily inquiries with consummate ease.
“Our old system operated in English and was difficult to use,” said Kawata. “Genesys is very intuitive and can be understood in Japanese at a glance, making life much easier for our staff. That’s reflected in our reports, which show reduced wait and call times — meaning customers spend less time queuing and being served.”
Additionally, with the previous customer experience (CX) solution, supervisors would have to save call recordings in different places, listen to the audio and score each interaction. Now, they have all the tools and data they need in one place, considerably reducing time and effort.
“Our supervisors work more efficiently and spend 90% less time completing quality management tasks and operator performance evaluations,” added Kawata.
