A well-known bank had been exploring a number of call center technologies after encountering too many challenges and difficulties within their system. When just about ready to throw their hands up, they were introduced to 3CLogic’s cloud-based call center solution and decided to implement it as their new system, as detailed in a brand new 3CLogic case study revealed last week.
This particular bank had quite a list of problems, yet its biggest challenge lied in reaching its customers (between six and seven million of them), regarding critical changes in credit card information. The bank needed to reach a wide customer-basis for optimum performance, and so it utilized 3CLogic’s Priority feature, with allowed it to maximize credit card revenue sold by calling prospects in either ascending or descending order, as based on their new worth and/or debit/credit rank.
By leveraging 3CLogic’s Dial Plan feature, the bank was also able to more easily manage its collections, greatly enhancing the probability of agents reaching defaulters through different phone numbers with extensive time availability (9 AM to 5 PM by office phone, 5 PM to 6 PM by cell phone and past 6 PM on home phone).
One of if not the most important aspect of any financial institution is its security. This bank really wanted to capitalize on the advantage of integrating cloud telephony without having to compromise sensitive customer information, especially considering they partake in many confidential transactions. 3CLogic addressed this issue with its tokenization technology, which allowed all of the bank’s sensitive data to remain on its premise – including such things as loggings and recordings.
The bank also enjoyed significantly higher levels of flexibility and time-savings, allowing for increased productivity. Agents found that with 3CLogic, they could now work either from home or call centers around the world if need be, all while being supervised and monitored by the bank’s call center staff. Furthermore, customers were provided with multichannel access, which enables them to efficiently communicate with call center agents via multiple platforms (ie. phone, text, email, or chat).
Even more, 3CLogic’s solution helped the bank add as many as 50 to 100 new customer service reps instantaneously, as based on demand. For instance, when the bank needed to quickly add agents for special events such as high priority projects or campaigns, they could now dynamically do so, allowing them to work within the system to receive and make calls. This is simply something that traditional call center systems cannot do.
“In short, the bank was enabled to assess its agents’ interactions with customers, thus acquiring much needed insights into areas where improvement or additional training were required. It should be added that the 3CLogic implementation process was cost-effective, fast and virtually seamless. The bank was now equipped with solutions that greatly eased communications with customers, addressed collections and security related concerns, and improved the quality of employee training,” the case study concluded.
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