The bank needed a partner with a track record of successfully steering clients through exactly these sorts of challenges. The bank’s testing and quality model would have to realise an unprecedented level of effectiveness to protect customers from previous issues, such as dropped calls and inefficient call routing. ![]() As with many organisations, the bank had to address the dislocation of technology teams from the business. The challenge for the bank was to ensure they had the right capability in place to land the solution and realise the desired business outcomes. An integration roadmap brought the wider business application landscape into play and unlocked the potential for a seamless customer experience across all channels. The bank made a strategic decision to upgrade their frontline contact centre solution to a Cisco Interactive Voice Response (IVR) product this was the bedrock of expanded call handling capacity. that would raise visibility, service levels, productivity and efficiency. The leadership team demanded much better visibility and insights into customer engagement levels and contact centre productivity. The companys 55-agent contact center, which handles more than 30,000 calls. Rapid addition of new and expanding product lines placed existing customer support processes and systems under pressure. Providence Health System in Portland, OR, has improved customer service and gained staff efficiency by creating a call center that allows patients to handle physician and hospital billing. One call can answer patients’ hospital and physician billing questions. and ultimately assured customer outcomes Seamless’ new call center improves facility’s customer service and billing.assured contact centre operation goals,.transformed the capability of the solution delivery team,. ![]() The engagement of Expleo as a quality partner: In this capacity Expleo ensured the business requirements were fit for purpose, and were accurately implemented in the solution. Expleo was brought on board to act as a bridge between the business and technology teams. Customers expect the same level of service, the same responses, and the same tone of voice whether they contact you in store, online or through social media. ![]() The programme realised a step change improvement in contact centre capacity, performance and customer engagement. To build and maintain their competitive edge, the bank invested in a strategic transformation of their contact centre.
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