Driving service excellence for a world-class investment corporation with Interaction Analytics

About the customer

A world-class investment corporation (the Bank), servicing more than 100 markets globally from over 30 locations. Dedicated to creating a continuous culture of improvement to deliver service excellence for clients.

The challenge

To support its corporate customers in the EMEA region, the Bank offers them expert outsourced call centre services via its UK-based Client Service Centre. The Centre’s representatives handle on average 15,000 incoming calls a week on behalf of the Bank’s corporate customers. These calls cover a range of enquiries on a number of issues including value of investments, support on product details, changes in circumstances and general activity and queries on accounts.

Although there were no apparent issues with its operation, the Centre’s management felt that they were not gaining enough visibility and insight from the calls. In other words, they had the information obtained from the representatives, but they had nothing relating to the clients’ experience. 

To examine the different options available that would help them gain a more comprehensive view of the Centre’s operation, the Bank turned to long standing partner Business Systems who proposed Interaction Analytics. With an existing NICE infrastructure for recording calls, the Bank initiated a Proof of Concept (PoC) to identify what NICE’s Interaction Analytics technology could deliver for them.

During the PoC, Business Systems analysed 10,000 calls from 3 different campaigns and presented the bank with compelling and in-depth analysis across different areas that required attention. From the analysis they were also able to shed light on issues relating to the Bank’s corporate customers but were unrelated to the call centre.

The Solution

The bank quickly realised the value of the insight to be gained from Interaction Analytics, and decided to proceed with the deployment of the NICE Interaction Analytics solution provided by Business Systems.

Rather than choosing between phonetic indexing and transcription*, NICE Interaction Analytics combines both speech methodologies into a unique software solution. It allows contact centres to quickly categorize and trend 100% of their calls, and to understand the issues at the heart of each and every one of them.

NICE was the first to market with this kind of powerful hybrid approach and Business Systems, authorised platinum partner of NICE for over 15 years, was the natural choice for ensuring successful integration, customisation and deployment.

A big part of the success of Interaction Analytics rests on the set up phase –the more users understand its capabilities, the better searches and therefore intelligence they will be able to extract. Business Systems worked closely with the Bank and the Centre’s management providing extensive consulting and training to ensure the outcomes were relevant, accurate and in context.

 

Download Full Case Study