PREMIER Bankcard Delivers Premier Customer Experiences
PREMIER Bankcard relies on Verint Customer Engagement Platform to enable it to efficiently track and improve its customer engagement efforts.


The results
- $500k
Identified nearly $500,000 in potential cost savings from 11 call studies yielding 52 performance improvement recommendations.
- $65k
Found $65,000 annual savings per team stemming from decreased handle time.
- $50k
Saved $50,000 annually through the elimination of a repetitive “end-of-call” phrase.
Opportunity: Improve customer engagement efforts with Verint Customer Engagement Platform

Solution: Harness millions of interactions with Verint Speech Analytics

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Benefits

Verint Speech Analytics helps boost customer experience metrics
Powered by Verint Da Vinci AI & Analytics, Verint Speech Analytics and its robust data export functionality have also been critical in boosting customer experience metrics such as CSAT, reducing escalated calls, and improving handle time. The impressive results and business transformation earned Nicole Garber, Director of Customer Experience & Process Innovation at PREMIER Bankcard, a Verint Engage 2022 Global Customer Award in the Innovating with AI and Analytics category.
In 2021, PREMIER Bankcard generated 52 recommendations for improvements from call studies. This translated into nearly $500,000 worth of potential cost savings, as well as efficiencies resulting in a headcount reduction of nearly 10 FTEs. Moreover, it found potential savings as high as $65,000 per team annually stemming from handle time improvements.
“Verint Speech Analytics is helping the organization with ad hoc insights that are contributing to operating efficiencies and cost reduction,” says Garber. “In turn, as part of our structured center of excellence approach, the solution is helping us deliver a premier experience to customers.”
As an example, Garber notes a focus on listening to the end of calls, with the catalyst being insights uncovered using Verint Speech Analytics. In doing so, the company discovered that agents were often repeating the phrase, “Is there anything else I can help you with today?” This not only lengthened average handle time, but inadvertently annoyed customers.
“By making a minor change of eliminating this phrase repetition, we were able to save $50,000 a year,” Garber concludes. “At the same time, we improved the customer experience.”