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News : Entersekt Slashes Consulting Hours, Boosts Customer Experience for African Bank

#contactcenterworld, @AfricanBank

Johannesburg, South Africa, Mar 8, 2022 -- South African retail bank, African Bank, is saving consulting hours per month using Entersekt’s MNO authentication solution to securely verify customers making use of its interactive voice response (IVR) system at their call centre. These savings are being re-invested into ongoing customer service improvements, delivering long-term benefits to the bank and its customers.

When African Bank launched its IVR system as part of its omnichannel strategy in 2019, the leadership realised that, while successful on multiple fronts, the bank’s diverse customer base had varying access to and comfort with technology. This made quick and accurate verification more complicated.

"While the system could recognise a caller’s telephone number, calls often came from landlines or unregistered mobile numbers. This would prompt the system to ask for PIN verification, but some customers would not have their PINs on hand. That then required the call to be placed through to an agent, who would have to resort to time-consuming security questions for verification purposes. In some instances, this would add up to two minutes to each call, keeping agents busy with verifications rather than attending to customer queries," explains Pieter de Swardt, Country Manager for MEA, Entersekt.

Keeping their commitment to an outstanding customer journey in mind, African Bank IT leaders realised they needed a streamlined, more accessible verification process that would keep the user experience simple and do the work in the background.

The bank chose to implement Entersekt’s MNO authentication solution, which leverages the security of the GSM network (a fully out-of-band channel) to offer an app-free authentication experience.

After the Entersekt implementation, the benefits were felt almost immediately.

"We’re delighted at the positive outcome for African Bank and their customers. This is a great example of how a more secure solution can provide a better experience for end-customers while also delivering cost savings for banks," comments De Swardt.

More than just a technical improvement, the Entersekt solution also delivered quantifiable, long-term business benefits for the bank and its customers.

"At the end of the day, it’s about achieving seamless entry points for our customers and that means making digital access better and easier," sums up George Roussos, Chief Operating Officer, African Bank.

#contactcenterworld, @AfricanBank

Posted by Veronica Silva Cusi, news correspondent
Source: https://www.itweb.co.za


Today's Tip of the Day - Comprehensive Back-Up Plan

Read today's tip or listen to it on podcast.

Published: Wednesday, March 9, 2022

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2024 Buyers Guide Recruitment Products/Services

 
1.) 
MainTrax

HireTrax
HireTrax, MainTrax's standalone pre-hire virtual interviewing solution, automatically analyzes the behavioral characteristics found in each candidate's VOICE to help you select reps better suited for the specific job at hand. After all, agents speak with your customers for hours each day so it's vital they possess the behavioral characteristics and personality traits necessary to be successful. By picking those with tendencies of empathy and positive behavioral traits, you'll have a higher caliber of candidates who will perform better on the job and stay.

2.) 
Vads

VADS Recruitment Services
VADS Indonesia provides a recruitment process with strict selection with various requirements according to client needs. VADS Indonesia also has a database of trained candidates so that it can meet the agent needs quickly and in large numbers.

3.) 
SalesMatch Ltd

Contact Centre Behavioural Assessments
SalesMatch is an intelligent web based sales and contact centre behavioural assessment platform. It is based on the well known, tried and tested DISC psychometric theory, used by thousands of organisations round the world.

- Reduces Agent Attrition - By selecting the right agent for the role
- Increases Performance - By matching the character profile to the task
- Reduces Time Off - A well matched profile to the role reduced work
stress
- Reduces Recruitment Costs - By early identification of the right candidates

Putting the right person in the job role has become the key focus in the drive...
(read more)

4.) 
TactiCall Recruitment Services

TactiCall Recruitment Services
Permanent Placement
Temporary / Labour Hire / Contingent and Contract Hire
Recruitment Consulting Services
Assessment Centre Design and Facilitation
 

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