How Automation Elevated Service at a Leading North American Bank

Summary

A major North American bank sought to improve the efficiency of its contact center operations to better serve its more than 20 million customers. By implementing Intradiem’s contact center automation, the bank was able to streamline workflows and increase agent engagement. The initial program included 5,200 agents, with plans to expand to up to 20,000 agents.

The program focused on training and adherence. Intradiem helped the bank achieve significant operational improvements.

• 750,000 customers supported over 3-day trial
• 20,456 additional schedule adjustments made

Challenge

The bank faced several operational challenges, including a lack of real-time automation and inefficient workflows within its contact centers. These inefficiencies led to longer call handling times and negatively impacted agent engagement. Additionally, workforce managers had to schedule mandatory training sessions manually, which disrupted workflow and added administrative burdens.

With rising costs in human capital and the need to provide excellent customer service, the bank required a solution that could enhance its operational efficiency while ensuring that agents remained engaged and productive. The existing manual systems were not scalable, and the bank needed a technology that could dynamically adjust to real-time conditions, particularly during high-traffic periods when customers expect fast and seamless service.

Snapshot

Industry: Financial Services
Agents: 5,200

CHALLENGES

• Lack of automation impacted operational efficiency

• Unengaged agents impacted customer experience

• Manual processes burdened managers workflow

INTEGRATIONS

ACD

WFM

Key benefits realized during the program include:

• 10% improvement in optimized conversations, improving agent response times
• 20,456 additional schedule adjustments made
• 1,649 additional productive work hours gained across the 5,200 agents due to better utilization of idle time
• Real-time schedule adjustments that allowed agents to seamlessly take breaks and attend training sessions without disrupting operations

Following the successful launch, the bank stopped referring to Intradiem as a vendor and began referring to them instead as a partner. One agent commented,

“Intradiem is a great feature that ensures I don’t lose track of time.”​

Approach

Intradiem’s solution was fully integrated into the bank’s existing systems, enabling the automation of various contact center tasks, from scheduling breaks to managing training sessions. The automation provided real-time updates to both agents and supervisors, allowing for greater flexibility in managing workloads.

One key feature of the approach was dynamic training delivery. The bank was able to deliver mandatory compliance training during idle periods, reducing shrinkage and ensuring that agents were consistently developing their skills without disrupting their availability. Previously, these training sessions were manually scheduled, and the unpredictable flow of normal operations meant that the session often needed to be postponed and rescheduled.

Intradiem provides real-time alerts to agents, ensuring they can respond quickly to customer needs or take breaks at optimal times, which helps in managing workload stress. The bank’s leadership saw immediate benefits, with reduced idle time and improved agent productivity.