Power to the People: How Absa Bank Empowered Its People to Deliver Better Customer Experiences

Posted: 06/14/2010

As the largest contact center in South Africa with nearly 5,000 agent seats scattered across 30 physical sites, Absa Bank was challenged to present better customer experiences by operating as "ONE Absa" in the interest of its customers. However, a history of multiple locations, a proliferation of front-end systems and applications and inefficient processes made it impossible to empower the agents to solve customer inquiries in a timely and effective manner.

Learn how Absa overcame these obstacles by implementing a customer-focused front end/desktop that allows agents to see each customer portfolio through the eyes of one lens as opposed to multiple applications. You'll also learn how Absa uses agent guidance to take the guesswork, confusion and complexity out of many activities in the contact center, resulting in a 90 percent increase in process efficiency, a 30 percent increase in revenue and 50 percent decrease in agent training in just the loan-processing area.

In this interactive webcast, you'll learn how:

  • Absa agents went from frustrated to "ecstatic"
  • To improve customer experiences and organizational outcomes by guiding agents through complex processes and decisions
  • To do "more with less" by making agents more proficient and effective
  • New products and their associated processes can be rolled out in a fraction of the time with the right tool
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