Ambition:
A leading bank based in South India, with over 915 branches across the country, sought to enhance the service quality of its call centers nationwide. The outdated legacy contact center systems faced significant issues such as a 15% call abandonment rate, a low Customer Satisfaction (C-Sat) score of 47%, frequent system downtimes, broken Turnaround Times (TAT), and poor First Call Resolution (FCR) rates. These problems underscored the need for next-generation digital capabilities to improve customer experience (CX) and reduce both capital and operational expenses.
Action:
- Legacy Systems & Modernization: We deployed a modern on-premise solution to replace the legacy systems, enabling scalability and improved resource management, which reduced operational bottlenecks.
- Downtime Reduction: We implemented a robust disaster recovery plan with redundant systems, ensuring high availability and minimizing service interruptions.
- Improving TAT: We introduced AI-driven call routing and workforce optimization tools, streamlining service delivery and reducing turnaround times.
- Lowering Call Abandonment Rate: We deployed an intelligent Interactive Voice Response (IVR) system and self-service options, allowing customers to handle routine queries independently and reducing the call abandonment rate.
- Enhancing FCR Rates: We upgraded support systems with dynamic knowledge management tools and real-time assistance, improving First Call Resolution (FCR) rates.
- Boosting C-Sat Score: We integrated next-generation digital capabilities like chatbots, real-time analytics, and omnichannel support, enhancing responsiveness and service personalization, which significantly improved the C-Sat score.
Ambition Realized:
Through these comprehensive measures, we transformed the bank’s contact center operations. The on-premise solution, robust recovery plans, and AI tools improved system efficiency, TAT, and FCR rates. The intelligent IVR and digital enhancements reduced the call abandonment rate (<2% during peak) and increased the Customer Satisfaction score (74%), significantly elevating the service quality and operational efficiency of the bank’s call centers across India.