Garanti Bank, a leading private bank in Turkey, has achieved 15 percent drop in customer complaints and increase in agent performance and efficiency within two months of implementation of NICE Analytics.
Increase in quality evaluation scores and reduction in churn that prevented the loss of thousands of dollars were the other benefits from NICE Analytics. The NICE Analytics solution enables enterprises to accurately detect complaint and risk of churn among its late paying customers, as well as regulatory compliance errors.
With this data, supervisors are empowered to guide agents to take timely preventive or corrective action before customer issues develop. The bank, with 14.5 million customers and global offices, boasts a collection call center with more than 250 seats.
“We decreased customer complaints and the quality assurance and contact center teams are saving time. Our quality management procedures have been revolutionized, with the conserved resources invested back into customer service through high-value agent improvement,” said Teoman Alponat, senior vice president Retail Collection for Garanti Bank.
NICE’s analytics capabilities have facilitated more effective agent evaluations, with 20 percent more calls being evaluated and automated reports delivered to the relevant stakeholders.
The advanced dashboard and in-depth analytics provide quality assurance teams with detailed information on KPIs such as average handle time, holds, call transfers, silence ratios per call, misinformed calls, and non-authenticated calls.
Both ad-hoc studies and ongoing reporting facilitate improved service, collections and recovery, as well as increased operational optimization for greater overall business value. Garanti Bank also indicated that they will start using the NICE Analytics solution in their contact center department soon as well.
“The impressive results the bank is seeing are reflective of the top-notch expertise and capabilities that NICE delivers to the banking industry to help companies mitigate regulatory requirements while offering exceptional customer-facing services,” said John O’Hara, president of NICE EMEA.