In 2012 we were engaged by a UK Bank embarking on a roadmap to transform their customer service by 2015. They engaged Flare Design to provide guidance and develop the designs for many of the solutions they are planning to implement in the contact centre.
Amongst these are solutions that Flare has been fortunate to have delivered before, including open speech and voice biometrics. This was essentially the key value proposition for the bank in considering our help. They viewed us, as we do, as practitioners based on proven understanding of both the solutions/technology and the contact centre operations and its unique challenges.
Like many of the organisations we really enjoy working with, their customers are well considered and expectations high that NPS will be lifted, something that we have seen achieved first hand with the Westpac Australia Transformation program.
Progress has been steady and by 2013 they were ramping up their open speech system, in the process bypassing the tier one and two model they had managed for decades and routing callers directly to the right advisor to serve their needs.
The next phases are well advanced and their customers and staff can expect their lives to be significantly improved over the coming few years.