Head of Call Connection
Bendigo and Adelaide Bank
1:50 PM Case Study: Focusing on Call Centre Basics to Achieve Improved Service Delivery and Efficiency: Bendigo and Adelaide Bank’s Transformation Journey
Heading up roughly 200 FTEs across three Bendigo and Adelaide Bank contact centres, the team has radically improved their service levels through a focus on contact centre basics. Now they are moving to the next phase of improvement; exploring the technology and innovations to bring about further uplift service delivery, including RPA, Big Data through AI and Voice Analytics. This session will explore the results from the program and the importance of getting a grip on contact centre basics in order to achieve success in integrating more complex services.
- Understanding the business better through voice and tech analytics as a next step to serving customers efficiently
- Delivering service delivery success through the integration of operational excellence, BPM and RPA how this can create a meaningful customer journey
- Automating low value and non-value tasks to remove staff culture siloes and invest in driving better customer relationships