Bringing Consistency to Customer Interactions
Financial Services Case Study
Company Overview:
A leading provider of financial services focuses on consumers underserved by traditional financial institutions. Treating these overlooked consumers cost effectively and with fairness, respect and honesty is a company priority.
Purpose:
Use analytics to minimize performance variability across the enterprise and establish consistent service levels across insourced and outsourced customer service operations. Establish an environment of continuous improvement within all customer interaction channels.
Business Objectives:
- Improve customer experience for card holders.
- More effectively manage outsourced vendors.
- Decrease variability of CSR performance.
- Improve IVR usage.
- Reduce customer service costs.
The Solution:
- Deployed the Behavioral Analytics™ Service to 1,000+ CSRs in multiple outsourced and insourced contact centers.
- Deployed Self Service Analytics to analyze a significant percentage of IVR interactions.
- Adopted the Business Monitoring Service to drive business benefits and a continuous improvement process.
The Process:
- Established base line metrics, goals and objectives.
- Installed, integrated and tested the Behavioral Analytics™ Service.
- Deployed the Business Monitoring Service to ensure all relevant business data is transformed into actionable strategies.
- Used Behavioral Analytics™ CSR performance data to route calls to outsourced CSRs.
- Used Behavioral Analytics™ data to drive a continuous improvement process.
Results:
- 20-second reduction in average talk time in first 60 days of implementation.
- 45-second reduction in average talk time in the first year of implementation.
- 9% decrease in non interaction time.
- Received JD Powers award for exemplary customer service.
- Developed rigorous methodology and scorecard to manage outsourced vendors.
