After the financial crisis, the bank began to vigorously foster its telesales operations, which included handling incoming calls and internet requests, and not just cold calls. Contact center employees needed a new way to handle their workload as the way business is done changes and develops.
Agents were siloed according to their skill set. Every request that the contact center received was sent to the appropriate group of agents. There would be times when certain groups of operators would be bogged down in time-sensitive work, while others would stand idle; but the bank’s management wanted to optimize the call center’s operations and heighten operators’ performance. Therefore, the decision was made to do away with separate specialized groups and to create an integrated mobile center.
Find out how this market leader used Genesys technology to streamline their operations while improving customer satisfaction and improving the working lives of their contact center agents.
Additional four calls per hour handled by each operator
90% of incoming calls handled within 20 seconds
90% of requests from the website are processed in under an hour
Fewer than 10% unsuccessful calls in outgoing telemarketing campaigns
Less than 3% unsuccessful requests calls from the website
Customer requests handled slowly
Operators were not processing enough requests hourly