Case Studies : Enterprise Workforce Optimization

Leading Financial Services Company

Situation Summary
A diversified, international provider of banking, insurance, investments, mortgage and consumer finance uses Verint^® Enterprise Workforce Optimization solutions in contact centers with approximately 10,000 seats across 11 states in the U.S. The company also uses Verint’s Impact 360^® for Retail Financial Services Workforce Management and eLearning for more than 3,000 branches, and Impact 360 for Back-office Operations Workforce Management in its Document Imaging and Student Loans groups. 

The company’s primary goal in deploying Verint software in the contact center was to record calls for compliance, improve quality management, and gather a statistically valid number of customer surveys to enhance the customer experience. In the branches, the company sought to improve customer satisfaction by matching resources to demand. In document imaging, it sought to improve productivity and plan for growth through more efficient workload balancing and capacity planning,

Results
The company determined that 70 percent of its calls were relevant for soliciting customer comments. After deploying Impact 360 Customer Feedback, the company realized an 86 percent response rate— an 860 percent increase in customer responses.

The company uses the information from this statistically valid customer response rate to improve customer service as well as to fine-tune its business processes, which in turn has reduced operating costs by approximately $700K.

In the branches, it has achieved 95 - 98 percent forecast accuracy on transaction volumes in branch stores and increased customer satisfaction while reducing operating costs.

In document imaging, it was able to increase productivity by 20 percent through tailored shifts and staffing alternatives. In student loans it was able to reduce shrinkage (downtime) by 10 percent, translating to nearly $1 million in annual savings.

Verint Solutions

• Impact 360 Customer Feedback
• Impact 360 Recording
• Impact 360 Quality Monitoring
• Impact 360 Workforce Management (Contact Center, Retail Financial Services, and Operations)
• Impact 360 Enterprise Reporting
• Impact 360 Content Producer