How to make bank-client communication efficient?

BGŻ BNP Paribas, one of the world’s largest banks, attaches great importance to the quality of internal and external communication, which directly translates into maintaining the brand’s high position, the efficiency of its operations and customer loyalty. Therefore, the Bank decided to implement Avaya solutions tailored to its requirements: a corporate ICT system based on the latest IP technology and a Call Center system equipped with such advanced components as: Automatic Call Distribution (ACD), Interactive Voice Response (IVR), Avaya Contact Recorder, or advanced systems for reporting Call Center work (Call Management System).

The challenge was to adapt Avaya solutions to the specific requirements of the banking sector and the demanding functional requirements of customers.

The IT system we implemented, based on the AVAYA AURA platform, supports almost 10,000 users at the bank’s head office and in over 500 branches throughout Poland. The solution makes it possible to use the latest telecommunication functionalities, thus maximally facilitating the work of all its users. The system is equipped with an additional conference module (Avaya Aura Conferencing – AAC) that allows organizing multiple teleconferences, up to 300 users at the same time. Thanks to this module, almost 800 voice conferences and more than 120 web conferences are performed monthly. The system is used, among other things, during cyclical meetings of large departments, responding to the need for rapid exchange of information and opinions. Video and web conferencing conferences are perfect for specialized training of employees, eliminating the need for an employee to come from a branch office to the bank’s head office. The ability to record the conference process improves communication and contributes to the increased efficiency of activities. Files from an audio/video/web conference can be downloaded or shared after the conference. In turn, the event conference module, used by the bank’s management to provide all employees with important information, allows not only for asking questions to the conference leader via a chat but also for “organizing” votes and questionnaires for participants. The system implemented at BGŻ BNP Paribas is a solution appreciated and commonly used by all the Bank’s employees.

Speech analytics at work.

ULTIMO, Poland’s leader in credit management, attaches great importance to adhering to high standards of service and to building positive relations with customers. In order to increase the company’s competitiveness, maintain its brand position and customer loyalty, ULTIMO continuously monitors the quality and effectiveness of its operations. Automation of processes, fast and efficient analysis of actions and information from interaction with customers are crucial for achieving success, therefore the company decided to implement the Verint Speech Analytics solution.

The challenge involved adapting the Verint Speech Analytics solution to the requirements of the debt collection industry, including building a dictionary, high level of transcription quality and proper identification of the call context.

5 months after implementing the system and its dedicated dictionary, the results achieved were impressive. The number of listened calls was increased to 100%, 10 categories were defined in key business areas (customer’s attitude, customer’s emotions), with the more effective addressing of the following elements:

/ identification of good practices,
/ identification of conversations with a “negative tone”,
/ identification of existing customer service risks.

The measurement of the effectiveness of conducted campaigns or undertaken actions was also more effective; the System provided significant support for operational activities, the optimization of processes and, more importantly, for identifying customer needs.

Thanks to transcription and speech analysis, monitoring of hundreds of thousands of expressions and phrases, as well as a warning system for detecting interlocutor behaviour, ULTIMO has increased the effectiveness of its activities in the field of quality. Today, 3 years after its implementation, ULTIMO continuously examines over 16 million conversations annually. It is faster in obtaining information in key business areas, relevant to the quality and effectiveness of its operations. Thanks to the implemented system, it is possible to analyze 100% of recorded calls. Data obtained from the application allow for an objective view and identification of good practices that increase the effectiveness of conversations, which may be overlooked when listening on a smaller scale. The company identifies events relevant to the business, in which different attitudes of the interlocutors appear. It analyzes trends and correlates information contained in the system with other relevant data. The implementation of this solution has significantly increased the effectiveness of the quality monitoring process at ULTIMO, which directly translates into very good communication with customers.