TSB Bank Limited (TSB) is a 100% New Zealand-owned community bank with 25 branches nationwide. Delivering empathetic and superior customer experience is at the heart of TSB. In 2019, it recorded a customer satisfaction score of 81.3% — the highest of any bank in New Zealand. Continually striving to raise customer satisfaction levels, TSB wanted to explore a contact centre platform with more innovative functionalities that could scale with the business to meet future needs.
“The experience we want our TSB customers to feel when they contact us is one where they feel a part of our family, and they feel welcome, listened to and heard,” said Lisa Macnee, Head of Digital and Customer Engagement Centre.
Deploying a future-proof contact centre
To modernise its contact centre platform, TSB wanted to ensure it could offer customers the flexibility to self-serve on the channel of their choice or interact with a live agent for more complex inquiries. “The previous system was good, it was just that it was limited, and we needed to get into the cloud and get in with the 21st century,” said Macnee.