“How Beyond Bank Improved Its Call Centre and Broadened Digital Functions”
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Beyond Bank Revamps Call Centre Using Cloud and AI Technologies
Beyond Bank has markedly improved its call centre functions and digital reach, achieving a 92% boost in customer satisfaction. By embracing cutting-edge cloud solutions and artificial intelligence (AI), the bank has optimized workflows, shortened call durations, and enhanced the overall experience for customers.
At a Glance:
- Customer satisfaction surged by 92% through digital advancements at Beyond Bank.
- Utilized the Genesys Cloud platform, shortening call handling durations by 30 seconds.
- Agent training duration was cut by 50%.
- AI-driven predictive call routing decreased handling time by 13%.
- Chatbot integration now manages 50% more customer interactions than prior systems.
- Callback functionality allows customers to significantly lower their perceived waiting times.
- Plans to enhance chatbot functionalities for secure self-service transactions are in development.
Transitioning to Genesys Cloud Platform
To upgrade operations and accommodate growing customer demands, Beyond Bank migrated from its outdated on-premise call centre system to the Genesys Cloud platform. As noted by Brent Alexander, the national manager of the bank’s call centre, the earlier system was not in sync with the institution’s customer-focused objectives. Transitioning to the cloud has not only boosted functionality but also led to considerable cost savings.
Cost-Efficient and Scalable Solution
The Genesys Cloud platform facilitates regular feature updates, which played a crucial role in Beyond Bank’s selection process. The capacity to introduce new features effortlessly with a simple button click, while avoiding extensive hardware or resource enhancements, rendered it a financially feasible alternative for the bank. Beyond Bank has been utilizing Genesys Cloud for six years and has recently renewed its contract until 2029.
Enhanced Customer Verification and Callback Features
A further key enhancement arose from the integration of the Genesys Cloud platform with Beyond Bank’s Dynamics CRM. This synchronization permits customers to partially finish the verification process using their phone passcode prior to engaging with an agent, leading to a reduction in handling time of around 40 seconds.
The rollout of a callback option has also enriched the customer experience. This function alerts customers regarding estimated wait durations and provides an automatic callback to maintain their position in the queue. Alexander remarked that customer comments concerning wait times “practically vanished overnight” following the implementation of this feature.
AI Technologies and Chatbot Integration
Beyond Bank has also adopted AI, especially in the form of chatbots and predictive call routing, to further enhance efficiency and customer satisfaction. The predictive routing technology evaluates available agents to identify the most suitable person for each call, leading to an average reduction in handling time of 13%.
The bank’s AI-enabled chatbot, designed in partnership with QPC Australia, has resulted in a 50% rise in the volume of customer inquiries managed through chat. Originally programmed to identify 17 distinct customer intents, the chatbot is operational 24/7, allowing customers to receive assistance anytime. The bank is dedicated to ensuring that the chatbot maintains the high-quality service standard set by its human agents.
Plans for Chatbot Enhancement
At present, the chatbot primarily addresses general inquiries, but Beyond Bank intends to broaden its capabilities to facilitate secure, self-service transactions. By developing the necessary integration layers, the bank seeks to enable customers to execute transactions via the web chat channel anytime, from the comfort of their homes.
Conclusion
Beyond Bank’s shift to a cloud-based call centre framework and the implementation of AI-driven solutions have resulted in remarkable upgrades in customer satisfaction, call processing durations, and operational productivity. The integration of callback features, predictive routing, and a round-the-clock chatbot has empowered the bank to better serve its customers, while forthcoming enhancements promise to introduce even more self-service conveniences.
Q&A
Q: Which platform did Beyond Bank adopt to improve its call centre operations?
A: Beyond Bank switched from a traditional on-premises system to the Genesys Cloud platform, which offers improved functionality, cost reductions, and ongoing feature enhancements.
Q: What has been the impact on customer satisfaction since the changes?
A: Customer satisfaction has increased by 92%, attributed to improvements like decreased call handling times and the addition of callback options.
Q: How does AI contribute to the enhancements at Beyond Bank’s call centre?
A: Beyond Bank has leveraged AI for predictive call routing, which reduces handling periods by 13%, and for a chatbot that now manages 50% more customer inquiries than previously.
Q: What are the future aspirations for Beyond Bank’s chatbot?
A: Beyond Bank aims to expand its chatbot’s capabilities to include secure, self-service transactions, enabling customers to conduct transactions via web chat at any time.
Q: How has the integration of the Genesys Cloud platform with Dynamics CRM benefited the bank?
A: The integration has optimized the customer verification procedure, decreasing call handling times by 40 seconds and overall enhancing the customer experience.
Q: What effect has the callback feature had on customer wait times?
A: The callback feature allows customers to receive a call back while maintaining their queue position, which has sharply decreased complaints regarding wait times.
Q: In what ways has the cloud platform enhanced Beyond Bank’s operational efficiency?
A: The Genesys Cloud platform has minimized hardware maintenance needs, halved training durations for agents, and enabled effortless deployment of new features, thus making the bank’s operations more efficient.
