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.

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