BNP Paribas Poland Closes the Engagement Capacity Gap with Verint

Verint Speech Analytics is used to surface the self-care services that generate the greatest number of contact centre enquiries, including email/address change, password reset, and card activation. Novak and her team created hints that pop-up on screen in real-time during customer interactions where these phrases are detected. The agent is reminded to recommend the digital channel to the customer for the next time the same service is required. By introducing these pop-up hints, digital channel efficiency (measured by the activation of the digital channel by customers three days after contact with the bank) rose from 4.67 to 5.12 percent in six months. The pop-up also appears in five percent of all calls. “In terms of contact centre efficiency, the real-time pop-ups have been a huge success for the bank,” notes Novak.

BNP Paribas Poland used a Gartner methodology to define four agent profile types: amiable, analytical, expressive, and “drivers.” Call insights gained from Verint Speech Analytics, along with performance data from Verint Performance Management and data from external databases, were analysed to identify that “driver” agents were the most successful at promoting the use of digital channels. A study of the most common phrases used by “drivers” then formed the basis for a subsequent eCoaching program, with Verint Performance Management used to schedule, deliver, and track the agent training. As a result, digital channel efficiency increased from 22 to 27 percent in five months.

BNP Paribas Poland wanted to standardize scripts among its 230 agents to further optimize digital channel efficiency. Verint Speech Analytics was used to define the optimal keywords for the script agents now follow to point customers to digital channels for future enquiries. In addition, agents can now see if customers have already engaged the digital channel. If they haven’t, the agent is actively encouraged to promote it when engaged with customers.

Verint Quality Management and Verint Performance Management are used by BNP Paribas Poland to monitor and track multiple key performance indicators (KPIs) related to the agent/customer interaction. In the case of the bank’s digital channels promotion, managers have a granular view into the performance of individual agents, teams, and the entire call centre. As a result, the quality KPI measure increased from 26 to 36 percent in five months.

“Verint Customer Engagement Cloud Platform and Verint Workforce Engagement solutions give us the insights we need to deliver an elevated customer experience and greater operational efficiency,” concludes Anastasiia. “We can listen intelligently in real-time to every customer interaction, understand why customers call the bank, and adopt improved processes to streamline and accelerate enquiries to satisfactory outcomes, while, at the same time, continuing to enhance digital channel efficiency.”