Beobank Service center

From call to service center

Voxtron seminaire 13/5/2014

Eric Vermesse

BSC Head – Sales Department

Who is beobank?

• Part of Crédit Mutuel Nord Europe since 30/04/2012

• In full transformation from credit lender to generalist bank highlighted by the name change on 21/5/2013

• 430 k customers

• 34 own branches and 158 independent agents

• Beobank Service center is a team of 45 people with 36 financial advisors receiving circa 30k-35k calls per month

Context of the migration back in feb 2013

• Citibank Belgium bought by CMNE• Barcelona call-center to close by 11/2013• BSC to become cornerstone of the Beobank’s commercial

transformation Change of scope for this outsourced activity

1. Modern platform & tools Customer focused rather than product focused

2. motivate people to join (from other dept, from barcelona) but mainly fresh blood (customer culture to develop)

3. Integrated with other departments treating also the customer at distance (Full BSC department counts 70 heads)

4. High pressure on Timing!

1. Modern platform & Tools (1/3)

• Ready for Omni-channel– From call center to service center – Ready for Call me button, chat, video, skype, ….– Easy transfer to other departments (collections etc.)

• New functionalities versus Barcelona– Whispering– Listening– Enhanced recording research

1. Modern platform & Tools (2/3)

• Intuitive and easy to use: – Business in mastery of the IVR/Contact configuration. Adaptations

do not need to enter the IT intake process– All parameters (when ask customer registry, when to play a survey,

call back function) can be defined on demand and on a case by case basis

• End to end Customer experience– keep call history from the Phone banking to service center – single

sign-on – Automatic load of customer data– Satisfaction survey

1. Modern platform & tools (3/3)

• MIS– A lot of standard report– Easy wizzard for tailor made report preparation– Enriched with datawarehouse Integration to reconcile

Service and Sales activity. Performance and rewarding can be followed narrowly.

• Integration with Digital signage to give fresh image and direct figures results to financial advisors

• Operational excellence: integration with WFM ongoing

2. motivate people to join

• 7 people moved from Barcelona to Bruxelles to join the project

• 33 new people (bachelor / master) Traineeship of 18 to 24 months before moving on in the bank with a solid customer background and a lot of competencies

• 120 candidates seen from june to September to recruit 33 new employees

3. Integration with other departments

• Single sign-on of customer when entering IVT

• Forward of customer file

• From BSC to collections

4. Time schedule Key for a service center, key for Beobank!

• Contract signed 13/5

• Scope was redesign of the full PBX and CC environment

• Live in 4 month (9/9)

• Progressive take over from Barcelona- call overflow system

• Barcelona end 30/11

Some figures : Volume received

30/11

20/1

Some figures : Service Level

Some figures : Customer Satisfaction

Survey report 04 2014 03 2014 02 2014 01 2014 12 2013 GOAL

# of survey answered 1411 1961 1983 1997 1201

FCR 74% 73% 71% 70% 72%

FAS 78% 79% 76% 76% 75% 70%

NPS 44% 42% 37% 38% 42% 30%

# FA above FAS goal 29 29 27

# FA below FAS goal 3 4 4

FCR - First Call Resolution

FAS - Financial Advisor Satisfaction

NPS - Net Promoter Score

--J -

Some figures : Sales

Barcelone Janvier Février Mars Avril Goal Avril VolumeAppels Traités 32.043 35.661 32.789 34.337 27.899 27.899

Vente de RDV 1.641 1.381 1.233 1.196 1.222 3.265Propres Ventes 2.324 1.361 1.462 1.768 1.675 2.800Total Ventes : 3.965 2.742 2.695 2.964 2.897 6.065

% Vente sur Appels : 12,4% 7,7% 8,2% 8,6% 10,4% 21,7%

0,0%

5,0%

10,0%

15,0%

20,0%

25,0%

Barcelone Janvier Février Mars Avril Goal

Barcelone

Janvier

Février

Mars

Avril

Goal

Next steps with our partners

• Chat

• Call me button integration

• Video

• Global AVR integration

• Sales Development

Why Belgacom – Voxtron?

• Belgacom is Single point of contact

• Local Presence

• Reactivity and speed of developments