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Garanti Bank to Improve Customer Service and Loyalty with NICE Solution

NICE has announced that Turkiye Garanti Bankası, Turkey’s second largest private bank, is using NICE’s leading analytics solution to boost efficiency, improve customer satisfaction, and ensure greater regulatory adherence.

In fact, the bank reduced complaints by almost 15 percent and increased customer satisfaction in the Collection Department within months of implementation.

With NICE Analytics, Garanti Bank is able to quickly and accurately detect complaints and risk of churn among its late-paying customers, as well as regulatory compliance errors.

With this data, supervisors are empowered to guide agents to take timely preventive or corrective action before customer issues develop. The bank, with 14.5 million customers and global offices, boasts a collection call centre with more than 250 seats.

The following results were achieved just two months after the solution was fully deployed:

  • Decrease in customer complaints by 15%
  • Increase in agent performance and efficiency
  • Increase in quality evaluation scores
  • Reduced churn that prevented the loss of thousands of dollars

NICE’s analytics capabilities have also facilitated more effective agent evaluations, with 20 percent more calls being evaluated and automated reports delivered to the relevant stakeholders. The advanced dashboard and in-depth analytics provide quality assurance teams with detailed information on KPIs such as average handle time, holds, call transfers, silence ratios per call, misinformed calls, and non-authenticated calls. Both ad hoc studies and ongoing reporting facilitate improved service, collections and recovery, as well as increased operational optimisation for greater overall business value. Garanti Bank also indicated that they will soon start using the NICE Analytics solution in their contact centre department as well.

The successful installation, implementation, and ongoing consultancy services have been supported by 3-D Bilisim, a long-standing partner of NICE.

John O’Hara, president of NICE EMEA: “We are gratified that Garanti Bank chose NICE Analytics to reinvent its customer service. The impressive and rapid results the bank is seeing are reflective of the top-notch expertise and capabilities that NICE delivers to the banking industry to help companies mitigate demanding regulatory requirements while offering exceptional customer-facing services.”

Teoman Alponat, Senior Vice President Retail Collection for Garanti Bank: “We are just at the beginning of the road with the NICE Analytics solution and we have already seen impressive results. Not only have we decreased customer complaints, but the quality assurance and contact centre teams are also saving valuable time. Our quality management procedures have been revolutionised, with the conserved resources invested back into customer service through high-value agent improvement.”

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Published On: 30th Nov 2017 - Last modified: 27th Mar 2020
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