Bank of Montreal is a highly diversified financial services provider which offers a broad range of personal commercial corporate, investment products and services to more than 12 million customers across North America. Our vision is to be the bank that defines great customer experience and that means every conversation, every time.
Since we’ve upgraded to version 11, we’re now at 100% transcription and we’ve been leveraging the trend analysis tab which provides a quick look at category trending, week over week, month over month and even historical data. It gives us customer behavior Indus indicators, which can tell us words and terms that are coming out most often in customer conversation, so it’s easy for us to take a look at some clues of what we should do on a daily basis, we also publish a monthly dashboard that contains our top call drivers per line of business with associated meta data and call insights for any kind of analytics that we’ve done throughout that month.
We’ve identified our top five processes per line of business that drive the most repeat calls and we thought we’ve also been able to identify our top customers, the associated average handle time with those people as well. So we’ve been working with Verint for almost a decade, with fabulous results and insights into the customer experience, we found that Verint speech analytics software invaluable and it can provide near real-time insights over a large amount of calls in various lines of businesses, we’re able to harvest data around the associate experience.
Previously we didn’t have a clear insight into what the DNA of a call is, what the after call looks like, what it should look like, there wasn’t any interchangeable data, we wanted to understand if customers were no longer using our products as much as they previously did, or if there was a new campaign being launched, we’re modifying launching a new service, we want to know how our customers respond to it, what their delights are, what they don’t like about our associates.
The possibilities are limitless, it was almost a decade ago since we’ve been using speech analytics, they were very supportive, the after-sale service was phenomenal. When we had an issue, there would be a session set up whatever the need was, Verint was there to help support us. Sometimes it could be disconnecting us with other speech analytics users, so they’d make the connection for us and we’d have those conversations because there are so many possibilities on speech analytics, like how do you get to that point, from where can you harvest that in firm?
There is still some hands-on work to build the categories, to understand the types of calls that are coming through your contact centers, the validation process in creating your categories. So we are learning some through the years, through the help with parent, and with other key power, users of speech analytics were really beneficial to our success.