PROJECTS

Client Brief:

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Dubai Islamic Bank is headquartered in Dubai and they have their contact center in Sharjah.

SAAR Technologies is their technology partner

They upgraded their Genesys WFM solution from 8.1 to 8.5

 

Support Required

 

DIB needed someone with both WFM excellence and Genesys know-how to help them optimize their operations and improve efficiencies at the their contact center.They wanted to set up their command center for real-time monitoring of their operations

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Methodology

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• Industry environment study through secondary and primary data collection

• OnSite Due Diligence conducted with senior management on WFM processes and IVR systems

• Integrated Industry best practice and implemented improvements

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Solution

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•Eka Consultants worked with SAAR to help the DIB WFM team overcome the initial go-live challenges with the new product and trained their WFM staff on the tool.

•Optimization techniques used to ensure maximum utilization

•Identified the best in class IVR innovations across the banking industry which will help them strategize their technology deployment in the contact center space especially with regards to IVR and Contact Centre

•Dynamic IVR

•Deployed Genesys 8.5 through proper training, database set up

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Results

•Improvement in agent transfer rates from 40% to 25% with the recommendations provided

•Improved scheduling practices to achieve higher service level adherence – Scheduling efficiency improved by 20%

•Set up Best-in-class Command Centre practices for real-time operations management - – Improved schedule adherence to 90%+. Reduced Abandon rates to less than 5%