Nordea, Merita Bank & PNC Bank | Financial services

Company: Nordea, Merita Bank

Profile

Nordea, Merita Bank of Sweden runs eight contact centers in its home country and four in Finland and two in Denmark. More than 1,000 CSRs deal with 120,000 contacts per day from a customer base of nine million individuals and 700,000 companies.

Challenge

To improve efficiency and customer service levels by adopting the latest call center technology.

Solution

The company's operations are heavily oriented around IVR—which amounted to 85% of contacts—and, increasingly, the Internet. If customers wished to speak with a CSR, they could do so and all IVR-captured information was passed along with the call. To manage the high customer contact volume, the company created virtual contact centers and augmented its existing technology with advanced call management and routing systems.

Benefits

The virtual contact center infrastructure provided the following benefits:

§  Dynamic load balancing across sites, making the workload fairer

§  Improvements in call center operation for both customers and CSRs

Company: PNC Bank

Profile

PNC Bank is a major U.S. bank with over 770 branches and more than $77 billion in assets. Incoming contacts to the call center are identified and segmented according to specific customer attributes. The contact is then passed to a consultant, who not only helps the customer with a particular need but also introduces other financial products.

Challenge

The company needed to streamline its call management process and to provide more information directly to its CSRs and outside consultants.

Solution

The company used the universal queue model for cross selling financial products and found that this call management process provided significant benefits.

Benefits

The benefits achieved include the following:

§  Customer and product information now appear as a "screen pop" on the agent's screen as the call arrives.

§  Call times have decreased by between 12 and 30 seconds per call, depending on the type of contact.

§  Customer satisfaction ratings and profits have increased.