DenizBank, a large financial services organisation based in Turkey, faced the challenge of transitioning over 2,000 agents to work-from-home at the start of the pandemic. To provide their customers with the quality of service they expect, DenizBank turned to Verint Total Quality solutions.
First, the bank increased its capability to analyse more than just 2% of interactions. With Automated Quality Management, DenizBank can now capture and score 100% of customer interactions. These additional insights helped the organisation dramatically increase the number of offers made by agents, leading to an increase of 15% in total insurance product sales.
Next, DenizBank used the insights gained from Automated Quality Management to evolve from post-call analysis to Real-Time Coaching. By providing agents with contextual guidance in real time, agents had the critical information needed to guide interactions to a positive outcome.
Real-Time Coaching is especially beneficial to provide agents with the help they need as they work from home. This in-the-moment assistance led to increased productivity as well as a 10% decrease in employee turnover.
DenizBank was able to realise these results in less than three months using the Total Quality solutions provided by Verint. Click here to learn more about Verint Total Quality solutions and the benefits they provide.
To see the full story of DenizBank’s results with Verint, watch the video.