Bank Deflects 36% of Contact Center Calls with Digital Self-Service in Visual IVR

A regional bank saw customer support costs rise rapidly due to COVID and increased employee attrition. In addition to the added costs, the bank's CSAT ratings had declined as longer waits and less experienced team members slowed average handle times. While the bank was committed to offering human support to those who wanted it, they saw an opportunity to power faster resolutions with self-service.

They came to FICX to solve the problem quickly and drive significant adoption. 

Read about their remarkable results:
  • Project completed two months early
  • 36% reduction in call volume via self-service adoption
  • Restoration of CSAT scores to historical levels
  • $3M+ in support cost savings in first year