| Snapshot |
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| A service provider, one among the top ten commercial banks in the Kingdom of Saudi Arabia, has a vast network of branches and ATMs. The bank has several product offerings, which include retail, corporate, commercial, investment, treasury, and private banking services. |
| The Challenge |
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| The service provider had an IVR-based phone banking solution and a non-integrated manual Call Center through which it provided limited information to its customers. Customers did not have the option of speaking to an agent. Moreover, the existing legacy system did not support the bank's massive expansion plans.
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| The Solution |
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| Servion designed a CTI-enabled Call Center solution and deployed a phone banking solution at the Call Center. As a Systems Integrator, Servion customized the CRM solution and integrated it with the other applications. The agent desktop application and phone banking solution supported two languages - English and Arabic. The phone banking solution offered account services (savings and current account), pension services, credit card services, investment services, and utility bills payment services.
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| The Result |
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| This resulted in increased call handling capability. Prior to the implementation of the Call Center, the bank serviced 80,000 calls/ month, out of which 30,000 were handled by the IVR. Post implementation, the Call Center handles an average of 240,000 calls/ month, out of which 120,000 calls are completely serviced by the IVR. This is higher than the industry benchmark for call completion rates at IVR of 35%. The phone banking solution transformed the Call Center into a Profit Center with profitable client relationships, enhanced service levels, enhanced agent productivity, and an enhanced corporate image. |
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