NAB reduces call centre volumes
NAB has announced a reduction in call centre volumes thanks to the introduction of new technology, Oracle Service Cloud in 2012.
NAB product knowledge manger Anthony Micomonaco said that some customers were not receiving the correct information from call centre staff and branch workers prior to the implementation of the new system.
“We had an internal call centre that provided customer product support to front-line staff. That call centre was receiving 20,000 calls a month” – Anthony Micimonaco
Within six weeks of the rollout of Service Cloud, the number of calls were reduced to 2,000 per month. The benefits of the new system allows agents to search for queries using natural language and all information is in the one database, compared to being in separate repositories.
Now when a customer comes into a branch or phones a call centre, they can ask their question such as “I need a new chequebook”.
The agent can use the natural language function [in the platform] and type in ‘new chequebook’ and what will come back is three process forms.
The agent can use the form to ask the customer if their old chequebook was stolen or if they want one reissued. This information is logged into the system.
We didnt need to teach our customers or call centre workers to speak bank speak, he said. Our employees now have one place to go to for information. Theyre not confused, they are empowered.
Article Source: CIO