Insights / Success Story / Top 10 U.S. Financial Institution Achieves Higher Conversion Rate, Lower Cost, Better Call Quality & Compliance with Zenarate
Top 10 U.S. Financial Institution Achieves Higher Conversion Rate, Lower Cost, Better Call Quality & Compliance with Zenarate
A major financial institution used Zenarate AI to improve call quality, ensure compliance, and elevate agent performance across every customer interaction.
Industries
Financial Services
Use Cases
New Hire Training
Tenured Agent Training
Compliance
Tenured Agent Training
Compliance
Company Description
Headquartered in the U.S., the Top 10 Financial Institution has a global presence with on- and off-shore call center locations around the world where agents handle a variety of highly-regulated and challenging call types.
Proven Results
34% Increase
in Customer Satisfaction (CSAT) scores.
31% Reduction
in costs thanks to Zenarate.
25% Improvement
in call quality and compliance scores for agents.
High Attrition and Long Ramp Times
The financial institution was spending significant time and money hiring and training agents only to have many leave in the first 6 months. For agents who stayed, it took 6 to 9 months to become proficient. Once on the floor, it was difficult to deliver the ongoing training necessary to address constant change and create top performing agents. The company's Global Operations Leader was tasked with preparing thousands of call center agents for success in this complex environment.
Key Results
The financial institution now coaches their employees to perform their best by leveraging Zenarate.
- Increased CSAT Scores 34%
- Reduced Cost 31%
- Improved Call Quality and Compliance Scores 25%
Complex Jobs, Limited Coaching Time
The Global Operations Leader faced the same problem financial institutions have faced for years - how to prepare entry level agents to succeed in complex jobs with limited training & coaching time. And the problem is only getting harder with automation handling the simple customer inquiries leaving agents with the toughest problems to solve. “I’ve managed Global Operations with 3,500+ agents for several years and the agent job is only getting tougher” says the Global Operations Leader.
“The voice of agent and trainer feedback was overwhelmingly positive and we were amazed how well our AI CoachTM understood agents using their own natural language never using scripts. Everyone instantly knew we were onto something big.”
Global Operations Leader
Top 10 U.S. Financial Institution
New hires have just a few weeks to learn complex job requirements before hitting the floor. Once on the floor, busy front-line managers coach a small percentage of agent calls. And trainers find it difficult to take agents off the floor making it near impossible to deliver the ongoing development necessary to address constant change and create top performing agents.
Immersive, AI-Driven Practice for Every Agent
Over the years the Global Operations Leader looked for better ways to help agents get better. “We always knew the power of active learning to prepare agents for success. We had an agent role play program however we found person-to- person role play inefficient and challenging to measure skill mastery and assess floor readiness."
The financial institution's Global Operations Leader heard about Zenarate and requested a demo. “Zenarate’s demo knocked our socks off. We didn’t know AI powered immersive learning existed.” Agents in learning, whether new hires or tenured agents closing skill gaps, are immersed in real-life call simulation to master high impact topics they will face with live customers. Each agent has their personal AI CoachTM who simulates live customers on any topic and provides in-the-moment feedback if the agent doesn’t use best practices or meet compliance requirements. After conquering each topic, agents graduate to the master story where their AI CoachTM presents them with random challenging real-life customer scenarios forcing them to think on their feet. The system scores each simulation producing a simulation scorecard certifying agents for the floor.
“The Customer Success team delivered story adjustments the same or next day. Zenarate’s Speed-to-Value model worked just as advertised and we went from onboarding to pilot launch in 6 weeks.”
Global Operations Leader
Top 10 U.S. Financial Institution
From Onboarding to Pilot in 6 Weeks
The demo was impressive, but the biggest concern was time and effort to build their AI CoachTM. “Zenarate pitched us on their Speed-to-Value model making it quick and easy to build our AI CoachTM with Zenarate doing most of the work. We were cautiously optimistic,” say the Global Operations Leader. The information security team rated Zenarate low risk for never using personal or account information and there was no IT integration for pilot or production. While the Customer Success team was building their AI CoachTM with high impact topics and best practices, their CSM hosted a 30-minute train-the-trainer session with pilot leaders. “The platform is very intuitive and easy to use, our pilot leaders got it right away.”
Two weeks later their AI CoachTM was built and ready to test. Global Operations' SMEs and their Zenarate CSM spent the next three weeks testing and refining their initial immersion stories and creating new stories. “The Customer Success team delivered story adjustments the same or next day. Zenarate’s Speed-to-Value model worked just as advertised and we went from onboarding to pilot launch in 6 weeks.”
“Zenarate increased our CSAT Scores 34%, lowered our Cost 31% and improved our Call Quality & Compliance scores 25%. The results were exceptional and we expanded from pilot to worldwide production.”
Global Operations Leader
Top 10 U.S. Financial Institution
Higher CSAT, Lower Costs, Better Compliance
The financial institution launched their pilot with 33 agents and Zenarate was an immediate hit. “The voice of agent and trainer feedback was overwhelmingly positive and we were amazed how well our AI CoachTM understood agents using their own natural language never using scripts. Everyone instantly knew we were onto something big.” The Global Operations leader expanded his Zenarate test across hundreds of agents to get statistically valid data. “Zenarate increased our CSAT Scores 34%, lowered our Cost 31% and improved our Call Quality & Compliance scores 25%. The results were exceptional and we expanded from pilot to worldwide production.”
Top 10 U.S. Financial Institution Achieves Higher Conversion Rate, Lower Cost, Better Call Quality & Compliance with Zenarate
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