Banking

How do you ensure the right specialist delivers the right advice to your customer? Our largest Banking client needed to solve this problem and found the answer in the GSN Cloud.

We created routing strategies that guaranteed customers were connected to the Expert Agent who best understood their situation – and in many cases were already assigned to their account. Regardless of time or location, these high-value clients were connected with the person who was best equipped to handle their call.

This Bank also experienced a flood of calls at their peak time (March) every year. As their client base grew they sought alternate ways to cope with the demand – aside from increasing agent numbers. We discovered most of the calls were for the same simple transaction (to lodge an annual car odometer reading). Using our Cloud IVR the client chose to offer customers an easier way to lodge their odometer reading; at a time that was convenient and eliminated the need to queue for an agent. This new strategy reduced call volumes during peak times, flattened call spikes and provided a simple way of collecting and reporting captured information.

This simple, scalable, elegant solution has heralded a tectonic shift in Net Promoter Score.