Providing employees with the flexibility to work from home without compromising security and compliance regulations has been a long-term vision of Beyond Bank. When the COVID-19 crisis hit, it had to execute on this vision two years earlier than planned.
“The speed at which we’ve been able to shift employees from onsite to remote working has seen improvements in their productivity and happiness, which wouldn’t have been possible on our old system,” said Alexander.
Genesys Cloud has allowed Beyond Bank to realise its priorities for broader geographic coverage, employee diversity and workforce flexibility. “You can’t have great relationships with your customers and provide great customer service unless your staff is happy,” he added.
Increasing functionalities for better customer experiences
For Beyond Bank, call wait times are one of the main parameters that influence customer satisfaction (CSAT) scores. Introducing announced wait times and callback features has been crucial in enhancing customer satisfaction.
“As soon as we implemented call wait time notifications, we could see the impact it had on customer experience,” said Alexander. “It’s got to a point where CSAT scores don’t decline, even with longer than expected wait times, because customers are empowered with information about the wait time and can choose whether to wait or call back later. With Genesys Cloud, Beyond Bank has improved its CSAT score from 89 percent to 92 percent — demonstrating higher satisfaction levels across all five metrics.”
The introduction of AI
Over the years, Beyond Bank has been served well by the Genesys Cloud platform. But it was always looking to identify ways in which the platform could enable additional value.
“We were aware that Genesys is constantly adding additional capabilities to its cloud platform, and we were very keen to determine how those capabilities could support our agents,” said Alexander. “We were particularly interested in how new features powered by artificial intelligence could help.”
The first AI-powered feature the bank activated was predictive call routing. It was trialed with a small group of agents for two weeks before being rolled out across all three contact centres.