ING Bank Case Study

"Using Agent Performance Analytics, supervisors were able to monitor and analyse sales conversations and provide feedback to agents effectively. The technology helped detect possible customer complaints in advance and enabled responsible teams to respond proactively."

ING TURKEY

The Challenge

ING Turkey was searching for a solution to evaluate 100% of all interactions and effectively analyze them for actionable results to improve agent performance and increase sales revenue. Monitoring and analyzing contact center interactions are difficult tasks because of the vast amount of customer calls. Performing these tasks manually is time-consuming and expensive.

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The Solution

Using Agent Performance Analytics, ING Turkey monitored and analyzed 100% of all customer conversations and gained valuable insights to improve both customer experience and agent performance

Company name

ING Bank

Company size

Enterprise

Pain point

Unmeasured agent performance

SESTEK product used

Analytics

About company

ING Turkey, a part of ING Group, one of the largest financial institutions globally, was targeting to increase sales performance effectively to manage its call center operations with more than 200 agents.

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