- Banking and Financial Services
- Customer Engagement Transformation
Our client needed to transform its customer experience, and improve transaction monitoring and Quality Assurance (QA) audits for sales and customer service. The client chose Sutherland based on our experience and ability to offer transformative technologies that enable and consolidate monitoring and audits, while significantly improving the customer experience.
Additionally, the bank lacked the ability to monitor recorded calls until one or two months Following the call. This made it difficult to timely identify areas in the customer experience that needed to be improved, it delayed coaching and training opportunities, and prohibited the client from being able to quickly adjust procedures to maintain customer satisfaction. Additionally, the bank lacked an efficient way to consolidate, analyze, and report polling inFormation From Net Promoter Score (NPS) surveys and provide online drilldown analysis.