Bank Customer Service Executive Agent

In 2023, the bank employed over 300 customer service representatives, with 80% of them outsourced to a third-party vendor. We utilized a contact center provided by a local telecommunications provider. However, due to the high volume of cases, we encountered significant challenges. The high turnover rate among service agents, coupled with an unsatisfactory NPS score, and an extended turnaround time from hours to days, hindered our ability to meet customer expectations. Anticipating continued customer growth, we estimated that we would need to double the number of agents within the same year to meet demand. This would necessitate an extension of the contact center's license and subscription.

Average Customer NPS >70 Customer Effort Score (CES) reduction by 30% Turnaround time (TAT) on calls < 1 min Reduce agent’s turnover rate and improve agent productivity (cases served per day).

Contact Center with FAQ - Knowledge base

Contact Center with FAQ - Knowledge base

Customer Service division for both Retail and Liobank

Knowledge base in pdf, csv format. or current CS system

The solution should run on AWS, integrate with on premise contact center as well as cloud (Genesys).