Benefits
With Verint Appointment Booking, the bank was able to double its appointment traffic versus the number of appointments previously booked by phone. The bank also reduced no-shows by 70 percent. Moreover, it enhanced new customer acquisition, as 60 percent of the customers that booked an appointment through the solution were new to the bank.
In addition, using Verint Queue Management, the bank reduced walkouts by 60 percent while also enabling bankers to be better prepared for their conversations with customers.
Overall, Verint Appointment Booking and Verint Queue Management contributed to fewer no shows/walkouts, increased sales, and improved staff efficiency. As the Video Banker notes, “For me, there’s less admin work I have to complete and more time to get on with my day job.”
The Verint solutions also heightened the bank’s analytics and understanding of what customers are looking for. The Branch Manager adds, “The Verint solutions enable me to understand the number of customers and types of transactions I have in my queue, and to allocate resources more effectively, allowing the team to function more efficiently than ever before.”