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ABN AMRO ups customer services, employee engagement

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Leading financial services organisation ABN AMRO is using its Verint Workforce Management software to enhance customer engagement processes.

Leveraging the Verint solution, ABN AMRO has met an ambitious target of providing contact with an agent within 40 seconds of an enquiry 90% of the time. The WFM software also has helped increase employee satisfaction by up to 20%, as well as improve customer service quality.

As a leading financial services institution, ABN AMRO provides services throughout Europe and beyond. Headquartered in Amsterdam, the Netherlands, its Advice Service Centre is staffed 24/7, has 1 400 employees and handles over four million phone calls per year, along with email, social and web-based queries.

To improve the speed in which queries are answered in its high-volume contact centre, ABN AMRO sought a solution to help effectively manage how enquiries are assigned to agents and empower those employees to take responsibility for being available for the customer.

Verint Workforce Management has helped it achieve those objectives with the ability to plan schedules in real time and more effectively manage resources to strike the optimal balance between workload and staffing. The solution also has enabled agents to finish calls quicker when there were several in a queue during peak periods, provide a more personal touch and exhibit a “go the extra-mile” attitude for customers during quieter times. The result also has yielded positive effects on employee satisfaction and customer service.

Verint supported ABN AMRO throughout the process, implementing the right approach, solution, onsite training and support to best suit its needs. The results have been overwhelmingly positive by helping the business balance workloads and reduce costs from overstaffing and overtime. Employee satisfaction with the scheduling method increased by 15 percent, and satisfaction related to work-life balance has improved from 60 to 80 percent.

“Helping ABN AMRO to more effectively manage its workforce in the contact centre and achieve such great results for both its customers and employees gives us an immense sense of pride,” comments Nick Nonini, managing director, Verint EMEA. “By providing the right technology platform for its agents, we’ve not only contributed to improvements in employee satisfaction and work-life balance, but also empowered employees to deliver next-level service, which is vital to building loyalty and ongoing engagement with customers.”