Desjardins Visa

Situation

Visa Desjardins’ client service is responsible for activating and de-activating credit cards, modifying credit limits and handling its clientele’s inquiries. In order to increase the quality of its service and make better use of its resources, which were only being used at 50% if its capacity, Visa Desjardins needed to provide call center agents with real-time access to a client’s personal data, his Web site browsing habits and the path he followed on the IVR (Interactive voice response) system – features that the existing heterogeneous systems and technology (IBM zSeries, Meridian, Genesys software) did not allow for.

Solution

AXON developed a telephonic convergence application that links information from the client file and information concerning the client’s behavior on the website and RVI system. This consolidated information is linked to the client's call and made available to the call center agent in real-time on a single screen before the call is answered. The solution handles incoming calls as well as outgoing prospecting calls.

Results

Desjardins Visa's customer service became a source of income within a few months. The use of customer service resources went up from 50% to more than 85%, thanks to the introduction of new outgoing calls functions. Downtime is now used for making prospecting calls and as a result, the prospecting success rate went from 2% to 7%, which represents a 350% increase.
 

Information-gathering and monitoring of client behavior both on the website and RVI system, allowed Desjardins to personalize client relations and to improve the quality of its service, in particular by eliminating the need for a client to repeat the reason for his call when being transferred to a different service.