SPEECH ANALYTICS CASE STUDY

HOW CREDIT EUROPE CALL CENTER IMPROVED SALES PERFORMANCE BY DOUBLE DIGITS

THE CUSTOMER

As one of the leading financial services providers in Russia, Credit Europe Bank is featured in Forbes TOP 10 Banks in Russia List. The bank was searching for solutions to increase the efficiency of its customer service operations.

THE PROBLEM

CEB Russia was targeting to increase efficiency for its call center, collections, customer care, telemarketing activities. The bank needed to monitor and evaluate inbound/outbound customer calls to gain insights on how to increase call quality, agent performance, collections performance, sales revenue and to reduce customers` complaints executing preemptive actions. This required an automated quality management approach due to the vast amount of calls that cannot be fully evaluated with manual monitoring methods.

THE SOLUTION

Using Speech Analytics, Credit Europe was able to analyze 100% of inbound/outbound customer calls and gained actionable insights to train all related agents effectively. Their efforts resulted in improved customer experience, reduction in complaints and significant increase in sales.

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10% Increase
In Sales Closed
At The First Call

quote-leftWith Sestek’s advanced speech analytics tools, we can evaluate all of the customer calls and get crucial insights about agent performance and customer satisfaction. By providing continuous feedback to our agents, we achieved remarkable improvements in our call center efficiency in terms of customer experience, collection performance, and sales revenue.

ASSOCIATE VICE-PRESIDENT DEPARTMENT Of REMOTE TELEMARKETING AND CLIENT SUPPORT CENTER
CREDIT EUROPE BANK

The Results

25% INCREASE IN CUSTOMER SATISFACTION
2X INCREASE IN SALES AT MOBILE BANKING CHANNEL
35% DECREASE IN CUSTOMER COMPLAINTS
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Credit Europe Bank (Russia) Ltd. – founded in 1997, owned by financial conglomerate FIBA Group Turkey, operating in its domestic network of 49 offices in 22 cities in 5 time zones of Russia rendering financial services to more than 6 million retail customers, 6K corporate and 16K SME clients. As one of the leading financial services providers in Russia, the bank is in Forbes USA s TOP 10 Banks in Russia List.

ABOUT SPEECH ANALYTICS

Speech Analytics is a technology offering a variety of features to help improve the customer service experience. The speech-to-text feature automatically converts audio recordings into text to identify root causes behind customer issues. The Automated Quality Management feature analyses agent performance by evaluating various criteria such as absenteeism, compliance with regulation, adherence to scripts and more.

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