Case Studies

99.4 %

Answered calls (Compared to 13%)

93 %

Overall SLA (from 6.43% & 44%)

90 %

The abandoned calls reduced by over

Business Banking Commercial Service Centre

Contact Centre Optimization integrating with Avaya Voice Portal and Interaction Centre Consumer Banking – Singapore and one of World’s 20th strongest bank FS leader in Malaysia.

Challenges / Opportunity

  • Existing IVR, the usage (CCR) was very loLow Skill/ Service levels compared to any contact center standards in the financial industry – SLA of 6.5% for ‘specialize’ skill and 45% for ‘Super’ Skill
  • Only 13% answered calls
  • Calls queued even when agents available with average waiting time of 12 minutes
  • High ACD calls 45% Special and 60% Super skills
  • Significant calls abandoned per week
  • Network & infrastructure requirement exceeding actual requirements owing to below part performance

Benefits / Outcome

  • Answered calls = 99.4% compared to 13%
  • Overall SLA = 93% from 6.43% & 44%
  • The abandoned calls reduced by over 90%
  • De-queued calls = ZERO
  • Flow-out calls = ZERO
  • %ACD time reduced to 25% to 28% from 45% to 61%.