Reduced ATT 9%, increased collections by $20,000 per collector, and reduced fraud losses by $3 million.

Case Studies

Retail Bank

Client Overview

Our client is one of the United States’ three largest retail banks and diversified financial services companies, providing banking, insurance, investments, mortgage, and consumer and commercial finance across North America and internationally.

Doing business with one in three households in America, our client has:

  • More than 70 million customers
  • More than 278,000 team members across 80+ businesses

The Behavioral Analytics service captures, analyzes, and creates insight from unstructured conversations, emails, employee desktop activity, and customer data. Our analytics, combined with our unique delivery model, has enabled our client to create value across the enterprise.

Service

  • Business Objectives
    • Improve call center performance by improving efficiency through reduction of Average Talk Time (ATT) 
  • Deployment
    • Behavioral Analytics Service Application
    • 700 CSRs across four call centers
  • Business Results
    • Reduced ATT by 9% in first year of deployment
    • Freed up time for the client to significantly increase its cross selling efforts
    • Significantly improved their  JD Powers Customer Satisfaction results
  • Unexpected Learnings
    • Calling back customers with high distress calls led to a significant drop in customer attrition
    • Targeted coaching drove rapid, 15% drop in the transfer rate
    • Identified 25% call volume increase due to a Change In Terms action taken by the client that was accompanied by a 15%-20% increase in distress for related calls
    • Callback analytics identified agents dumping calls
    • Temporary employees perform more poorly than permanent employees
    • Identified significant variability in After Call Work (ACW)

Collections

  • Business Objectives
    • Increase dollars collected per Collector
  • Deployment
    • Behavioral Analytics Collections Application
    • 350 Collectors across four call centers
  • Business Results
    • Increased collections by $20,000 per collector
    • 12% increase in Right Party Contact (RPC)/Hour
    • 13% increase in collections compared to prior year with 5% less time spent on the phone
  • Unexpected Learnings
    • Our performance improvement methodology drove significant improvement in RPC and call set up metrics after just two months of coaching

Compliance

  • Business Objectives
    • Improve call center performance and compliance by improving desktop efficiency
  • Deployment
    • Desktop Analytics Application
    • 700 CSRs across four call centers
  • Business Results
    • Identified CSRs who struggle with multitasking/efficiency
    • Identified CSRs abusing internet access
  • Unexpected Learnings
    • Significant variability in agents' ability to multitask and anticipate customer’s questions and address their concerns
    • Agents spend a significant amount of time in unauthorized internet sites during customer conversations

Fraud

  • Business Objectives
    • Use advanced analytics to protect customer accounts from fraudsters and identify thieves
  • Deployment
    • Fraud Analytics Application
    • 700 CSRs across four call centers
  • Business Results
    • Reduced annual fraud losses by $3 million
  • Unexpected Learnings
    • Fraudsters make extensive use of the call center to phish for customer security tokens