Financial Services Case Study

A credit card services division of large financial services company sought to improve contact center operational efficiencies though technology upgrades.  However, they weren’t sure if their vendor's proposed solution would actually provide the needed savings. The company decided to use AVOKE Analytics to build a knowledge base of customer behavior and analyze the data.  The AVOKE team was able to produce a report showing:

  • 14 specific actions to take to reduce agent talk time by 8.4%
  • Validation of the vendor's claim of 5% improvement in IVR containment through the upgrade
  • Opportunities to improve the success rates seen in the chart below

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