DBS Bank uses analytics to improve call center efficiency

Singapore’s largest bank has rolled out an analytics solution to reduce average call handle time and call volume and increase overall contact center efficiency.

The technology from NICE Systems allows DBS Bank to identify the type of calls that require longer handling time – whether these relate to products or services. Once these calls are flagged, the solution goes one step further to pinpoint the key phrases that repeat across these calls. The bank then uses this information to determine the underlying causes, such as unclear communications, process issues, or agent knowledge gaps.

DBS is also using NICE analytics to reduce call volume by improving first-contact resolution. This is done by identifying the reasons for repeat contact from the same customer – for instance, inquiries on payment status and online transactions. DBS can then tailor its responses to better address customer needs.

NICE said DBS Bank is the first bank in Singapore to implement NICE Interaction Analytics at its contact center, which handles over five million calls each year.

The solution is specifically targeted at improving customer satisfaction and operational efficiency by providing comprehensive analyses of customer interactions and highlighting areas for improvement.

“As an Asian bank, serving our customers well and building strong bonds with them is important. NICE’s advanced analytics technology further enhances our capabilities to improve customer engagement. It also allows us to better equip our agents with skills and knowledge that help them provide better and more personalized service,” said Lena Low, Head of the DBS Customer Center.

Sherie Ng, Managing Director, NICE South East Asia, said NICE will continue to support DBS’ vision to gain insights from customer interactions and deliver business impact.