Capturing and analyzing 100% of customer calls, Siam Commercial Bank sees 27% increase in customer satisfaction scores and dramatic improvements in AHT and agent compliance
NICE (Nasdaq: NICE) today announced that Siam Commercial Bank (SCB) has seen rapid and significant advances in contact center agent productivity and customer service after implementing NICE Nexidia Analytics. With all calls automatically tracked and evaluated by the interaction analytics solution, the bank’s contact center succeeded in reducing average handle times, increasing compliance with service level expectations, and improving customer satisfaction.
Siam Commercial Bank, Thailand’s first indigenous bank, and the first financial institution in Thailand to implement NICE Nexidia Analytics, offers a full range of financial services and an extensive branch network. Its contact center staff of 1,500 agents handles more than 1.5 million outbound and inbound calls each month. Because the NICE Nexidia Analytics solution is fully integrated with Workforce Management and NICE Performance Management, the contact center’s agents can facilitate rapid, targeted action based on in-depth interaction analysis.
Since implementing the solution, SCB has benefited from increases in agent productivity, service quality, efficiency and customer satisfaction. Average handle times were reduced, thanks to Nexidia’s capability to drill down into long calls and identify root causes related to agent behavior or technical bottlenecks. Similarly, agent compliance with script and service requirements improved with the introduction of Nexidia’s actionable intelligence, leading to a 27% jump in customer satisfaction.
“Our services are backed by our continual pursuit of technological innovation,” said Surawat Shinawatra, Head of Customer Service, Siam Commercial Bank. “With NICE Nexidia Analytics we gained insight into 100% of our calls, which allowed us to understand where we had to improve and what advantages we could leverage to improve our customers’ experiences. It was a simple-to-implement, quick-win solution, delivering business value in a short period of time, with significant improvement in agent performance across multiple dimensions of contact center interactions.”
In response to rapid changes in the financial services industry, which is being reshaped by digital technology, regulatory change and new customer behavior, SCB has established a strategic plan called SCB Transformation. The program is designed to upgrade the bank’s infrastructure and enhance its long-term competitiveness.
“NICE is pleased to be a part of Siam Commercial Bank’s digital transformation, helping them achieve advanced customer service and agent performance,” said Darren Rushworth, APAC President, NICE. “With Nexidia Analytics, the bank’s contact center team is benefiting from a deeper understanding of consumer expectations, leading to the confidence, stability and personalization that is so critical in the financial services industry.”
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