With its Frankfurt-based contact centre at the heart of Credit Europe Bank’s operation, the company decided to update all call-handling technology at the centre. Long-term service provider and Symon Dacon partner NCR was selected to deploy the solution. A core requirement was for the visual display of performance data that would be easy for agents to interpret; NCR selected the Symon solution.
Client Challenge
Founded in 1994, Credit Europe Bank (CEB) NV has grown into an international financial services group, ranked in the Top 10 of Dutch banks. It serves around three million customers worldwide through branches, subsidiaries, and representative offices. The Bank’s mission is to offer tailor-made corporate banking and efficiently delivered retail banking services.
CEB does not have a branch network and serves its personal banking clients through a direct banking operation, the heart of which is its Frankfurt-based contact centre. Looking to update call-handling technology at the centre, CEB invited proposals from a range of vendors. It ultimately chose its long-term service provider NCR-Turkey, which is also a Symon Dacon channel partner.
Value Proposition
Alp Seren, Sales Co-ordinator at NCR-Turkey, says: “We are a systems integrator and so we are able to offer equipment from different vendors for the call centre itself and its peripherals. We pride ourselves in offering the optimum solution for our clients. For the CEB contact centre we proposed best-of-breed technology, including digital signage from Symon Dacon.”
Visual performance data in the contact centre had previously been limited to small TV monitors showing basic call-handling data, which was of little value because it was not easy to see or interpret. Orcan Ozcan, Project Manager, Alternative Channels at CEB, says: “Symon digital signage will make a huge difference. The display options are very flexible and installing large screens will enable us to improve presentation of performance data. This gives our contact centre agents all the information they needed to improve customer service.”
Symon Dacon supplied the core Symon Enterprise Software (SES) content management application, integrated by NCR-Turkey, feeding information to three digital displays. Each screen has a dedicated Symon Digital Appliance – the media player that forms the intelligent interface between the content engine and the display. This enables the information on each screen to be tailored to business need. Symon Dacon also supplied design services to create a number of templates to assist CEB with screen composition and layout.
Business results
For inbound services, the digital signage
solution displays call-handling data such as
number of calls waiting, average wait time
and agents available for each of the four
languages supported. An alarm provides a
visual warning to indicate if any customer
has been on hold for more than one minute.
This flags the need for suitably skilled
agents to modify their customer dialogue
to shorten call-handling times. Ticker-tape
readouts at the foot of the screens are used
to display important real time messages or
instructions.
For the outbound contact centre the screens have been configured to display the number of calls made against targets, as well as sales statistics. The screens also show data on web chat requests and email enquiries, all of which are handled by the same agent pool. Orcan Ozcan confirms: “The Symon display solution is very flexible and easy to use. Having real time performance information available for everybody to see has certainly helped us improve service to our customers and that’s good for our business.”
In the next phase CEB plans to extend the use of digital signage to improve employee communications to help boost staff morale and motivation. This may include information on forthcoming social activities, call centre agents’ birthdays, and other useful facts to enhance staff recognition.
VELUX Deutschland GmbH