Jamaican bank
Problem
Statement
Problem
Statement
Our Expectations
Used
Technology
Our Solution
TechnePlus analyzed the IVR data of a bank and identified three major types of inquiries: self-service, instant front office, and expedited back office. Based on the analysis, TechnePlus streamlined the workflow using Microsoft Power stack to improve efficiency and reduce errors.To further enhance the bank’s customer service capabilities, TechnePlus integrated a chatbot with WhatsApp and provided front desk executives with virtual assistants. These solutions enabled the bank to handle customer inquiries and complaints promptly and efficiently, improving customer satisfaction levels.
In addition to the above solutions, TechnePlus adopted just-in-time reporting and created over 50 BI dashboards to improve decision-making capabilities. These dashboards gave the bank’s management team real-time insights into its operations, allowing them to make informed decisions quickly and effectively.
Reduction
of Calls
Reduction in
Call hold time
Improved
C-SAT
4 Star Employee
Feedback
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