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Business Banking Commercial Service Centre

0%

Answered calls (Compared to 13%)

0%

Overall SLA (from 6.43% & 44%)

0%

The abandoned calls reduced by over

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/Opportunities

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%.

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