Banking, Lenders & Credit Unions

Empower Your Organization With A Rich Goldmine of Customer Conversation Insights

Banks and Credit Unions understand that the landscape has changed and is now investing in innovative technologies like automated credit underwriting, digital onboarding, blockchain, and enhanced data analytics.

Opportunities

  • Better Understanding members buying habits
  • Deepening member relationships
  • Meeting the Digital Expectations of Customers
  • Dealing with Security Issues
  • Being smarter with Marketing Efforts
  • Training Employees
  • Growing member share of wallet
  • Managing culture and compliance

Watch: Overcoming Regulatory Headwinds with Conversation Analytics


BUYING PERSONAS

Andrew, Legal

CHALLENGE: Automate QA and ensure robust risk management process.

HOW WE HELP: Conversation Analytics can process large volumes of calls, ensuring automated QA and broad script adherence among agents.

OTHER BENEFITS OF CONVERSATION ANALYTICS FOR LEGAL COUNSELS:

- Understand what we are saying to our customers

- Ensure proactive fraud management is in place

- Ascertain compliance levels

- Review risk management action performance

Carl, Contact Center Director

CHALLENGE: Discover the drivers behind the significant AHT discrepancies.

HOW WE HELP: Call Journey is not only able to reduce AHT but also helps reduce workforce churn, monitor agent performance and improve internal product roll-out process.

OTHER BENEFITS OF CONVERSATION ANALYTICS FOR CONTACT CENTERS:

- Understand agent performance

- Track Team Leader performance

- Improve efficiency/ productivity

- Hone scripts

- Track adherence to scripts/ regulation

Edith, VP for CX

CHALLENGE: Incomplete and inconsistent insights from post-call surveys.

HOW WE HELP: Call Journey accurately identify what products and solutions are working and improve sales offering through in-depth customer insights. Call Journey’s AI-powered solution enables Edith to get near-real-time finger on the pulse of customer insights and the risks and opportunities for her business.

OTHER BENEFITS OF CONVERSATION ANALYTICS FOR CX:

- Track and management customer sentiment

- Drive root cause analysis of poor CX

- Gain effective insights into NPS performance

- Understand org processes gaps

- Ascertain performance of key initiatives

The Customer Buying Journey

Eve and John is a newly married couple who are looking for a new house. Eve is the one in charge looking a good reputable credit union/mortgage company to help them get started financially.

Find out their buying journey with and without Conversation Analytics.

Download the Customer Buying Journey for Bank & Credit Unions here >

Actionable Outcomes

Learn why 86% of our Proof of Concepts end in success!

Discover the potential ROI from your Call Journey investment.

 

Call Journey ROI Calculator