Successful Operation of Automatic Contact Centers in Banks
Voice systems are deployed in contact centers and effectively operate in dozens of major banks around the world. They utilize innovative voice self-service technologies, adapt to peculiarities of rendering services to residents of specific regions, and offer fast and easy access to required information. Due to it, voice services and applications for financial services market allow to increase telephone call processing automation level averagely by 54%, reduce the number of missed calls by 20%, and cut switching between contact center operators.
Major advantages of contact centers based on natural speech recognition technology is lower operating expenses, faster processing of each request, fewer wrong connections, and reduced share of operator involvement, as well as high level of query recognition and higher general client satisfaction. In addition, contact centers equipped with voice applications are notable for fast investment return. Due to it more and more major banks rely on automated contact centers for providing services t their clients.
Speech Recognition Technology Implementation
Results in Deutsche Bank
Deutsche Bank Contact center equipped with
voice self-service system answers about 5 mln calls per year, with just 300
contact center operators employed. Without utilization of self-service system, their
number would have to be increased by 200, according to bank experts’ estimates.
Over 80% of clients are successfully identified without operators’ assistance;
80% of them make transactions by phone in
auto mode, with each transaction completed without operator’s assistance being
10 times cheaper. Dialing Deutsche Bank’s single phone number, callers get
access to 240 different services, including balance request and effecting
payments.
Automated Contact Center Implementation in
Home Credit Bank
Due to natural speech recognition technology,
every tenth call to Home Credit is processed in auto mode, with about 7000 clients
calling every week. Average percentage of voice query recognition exceeds 80%, and
in case of incorrect recognition, the call is automatically switched to
operator. Intuitive logics of interactive voice menu, providing direct dialog
between a caller and automatic system, facilitates client satisfaction.
Use of Voice Technologies in Citibank Germany
Citibank automated contact center has allowed
to reduce transaction value by 68%, and over 70% of all operations performed by
phone are carried out with the help of voice technologies. Contact center equipped
with voice self-service system has ensured fourfold increase in the number of
clients served, without increasing the number of communication lines.
