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14% were asked to visit a bank

branch.

14%

17% were transferred

within the bank.

17%

19% had a call back arranged

with a different bank resource.

Among the remaining customers:

19%

Only 45%

top retail bankwere getting a resolution.

of customers contacting the call center of a

Firstsource leveraged Verint® Text AnalyticsTM and Verint Speech AnalyticsTM to analyze 11,000 of the bank’s calls, as well as customer comments on satisfaction surveys.

The integrated solution helped Firstsource uncover root causes ranging from too many website contact numbers, to a non-intuitive IVR, to a flawed call-back process.

Armed with the actionable intelligence, the retail bank modified technologies, processes, and associate training—resulting in:

in cost-to-serve.18% reduction

$400,000reduction

in callbacks.

$400,000saved in

IVR processing.

$300,000saved on

website service.

in sales through phone, IVR, and web channels.

3% increase Higher customer

satisfaction

Customer Analytics in Action with Firstsource

A Global Provider of Customized Business Process Management Services

CUSTOMER SPOTLIGHT

The Situation:

The Solution:

The Actionable Intelligence:

The Result: