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Collaboration Case Study: Raiffeisen Bank

Making Every Customer Contact Count

Challenge

Raiffeisen Bank wanted to improve customer service, sales, and its competitive edge by:

  • Reinventing the bank’s customer communications
  • Serving customers more quickly
  • Offering automated, after-hours banking options
  • Increasing sales to existing customers

Outcomes

  • Increased customer satisfaction with 80 percent of calls answered in 20 seconds
  • Cut out 15,000 incoming calls a month with self-serve options
  • Significantly improved agent productivity, boosting telesales calls by 50 percent
Agents now make about 3000 more sales calls every month. That’s up by 50 percent.
- Amela Karamehmedović
Head of Contact Center, Raiffeisen Bank