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Case Study - Regional Australian Bank

 

What we did – Contact Centre Strategy

  

Benefits we targeted

Operationalised customer feedback at all levels of the organisation aligned to measurable strategic goals for better customer experiences.

  • Optimised, integrated and enhanced their workforce, telephony, routing, IVR, knowledge, agent desktop, processes, technology with effective strategy, planning and deployment.
  • Created and improved performance visibility.
  • Optimised self service completion through adoption strategy, planning and execution.
  • Benchmarked and created contact centre strategy, process and organisation design in preparation for contact centre accreditation.

 

       
  • Sustained cost reduction.
  • Increased employee satisfaction.
  • Increased customer satisfaction with contact centre channel.
  • Improved workload and customer demand forecasting & resourcing effectiveness.
  • Reduced absenteeism and attrition.
  • Increased first contact resolution.

 
  Named “best contact centre in the world 2011” and for two of the three reasons, we played major roles. We designed and deployed a “Centre for Excellence” strategy, organisational and team design, processes and tools to deliver sustained people performance.