A brilliant bank, providing credit card and loan services, approached Transcom with the objective to maximize loans with new and existing customers.
Due to the use of a traditional monitoring method, the client couldn’t efficiently track the quality of customer service. A very small number of customer contacts were scored, and feedback was provided only for a sample of calls within a few days after a call occurred. This made it difficult for agents to link feedback to specific customer interactions, and therefore analyze behaviors. Additionally, the client was unable to identify system-wide deficiencies, such as reasons for silent time.