Wat verlangt Beobank van een goed draaiend contactcenter? Voor welke uitdagingen stond de bank na de overname door CMNE in 2012? Waarom koos Beobank voor Voxtron, en hoe is Voxtron tegemoet gekomen aan de eisen van de bank?

1. Beobank Service center
From call to service center
Voxtron seminaire 13/5/2014
Eric Vermesse
BSC Head – Sales Department

2. 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

3. 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!

4. 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

5. 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

6. 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

7. 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

8. 3. Integration with
other departments
• Single sign-on of customer when entering
IVT
• Forward of customer file
• From BSC to collections

9. 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

10. Some figures : Volume received
30/11
20/1

11. Some figures : Service Level

12. 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 -

13. Some figures : Sales
Barcelone Janvier Février Mars Avril Goal Avril Volume
Appels 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 3.265
Propres Ventes 2.324 1.361 1.462 1.768 1.675 2.800
Total 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

14. Next steps with
our partners
• Chat
• Call me button integration
• Video
• Global AVR integration
• Sales Development

15. Why Belgacom – Voxtron?
• Belgacom is Single point of contact
• Local Presence
• Reactivity and speed of developments