Transforming Contact Center Operations for West Africa's Premier Bank

The dipoleDIAMOND team clearly understands our business requirements regarding the Digital Assistant Chatbot application and provides solutions which are tailored to meet our requirements in a timely and professional manner. In addition, the dipoleDIAMOND team provides prompt support services to this platform.

Project Manager

Background

Client Overview

First Bank of Nigeria Limited (FirstBank) is the premier bank in West Africa with its impact woven into the fabric of society. The Bank has been sustaining its development-oriented services for 130 years as the region’s foremost financial inclusion services provider. FirstBank offers a comprehensive range of retail and corporate financial services through more than 820 business outlets and over 233,500 Agent Banking locations to over 42 million customer accounts (including digital wallets).

Project Overview

The bank had experienced a social media backlash due to poor customer service. This had been escalated to the to the technology and operations executives to find a solution.

Our team was contacted to explore ways to automatically respond to messages on social media, and resolve customer related issues that involves repetitive effort or logging in to different applications. In addition, we were asked to look at the Contact Centre’s top 10 issues and advise on how they could be resolved.

These issues were addressed through our “understand first approach”. We were approached as a trusted partner with demonstrated expertise in providing tailored solutions to complex problems. 

industry
Financial Services
SERVICES
Consulting, Implementation
Technologies
Digital Assistant, Chatbot
Get the PDF

    Our Approach

    We began by creating a service for aggregating and conducting sentiment analysis of customer tweets on social media, followed by a comprehensive assessment of contact center teams to understand their operational challenges. Our analysis unveiled that while the teams had adequate tools, inefficiencies in back-office systems were causing them to be inundated with customer issues.

    Next we built a digital assistant chatbot, negating the need for agents to access multiple applications. Agents would seamlessly interact with the chatbot within Microsoft Teams, their existing communication platform. The chatbot would then interface with backend systems, retrieving necessary information and facilitating case management, streamlining operations. 

    Importantly, we advised against automating social media responses, aiming instead to reduce issues reported on social media by enhancing back-office efficiency, enabling agents to provide personalized customer responses effectively.

    Value Delivered

    • Reduced Turn-Around-Time (TAT) for service consultants responding to customers by 80%
    • Reduced transaction check inquiry from an average of 5 minutes to 1 minute.
    • Bolstered social brand value, showcasing reliability, agility, sustainability, and customer-centricity, reinforcing the bank’s reputation as a customer first brand.
    • Enabled the contact center team to exceed its 2022 customer experience target KPIs.
    • Reduced time to onboard new agents, by reducing the number of applications they need to learn before they can serve customers from more than 10 to 1.
    80%

    Reduction in TAT

    10+

    Intents Supported

    90%

    Reduction in systems used

    Get a Free Consultation

    Select a date and time that works best for you to meet.