Case Studies:

Westpac

“When we use Cyara, the need to use human testing is reduced by 50%... We view Cyara as a key plank in our strategy around quality and efficiency.”
Project Director, Contact Center Transformation

Westpac Automates Testing of Voice Channel, Cuts Costs in Half While Ensuring a Quality Customer Experience

Highlights

  • Australia’s first and oldest bank chose Cyara to test speech-enabled voice channel at contact centers
  • Cyara’s automated testing cut the cost of ensuring call quality
  • Misroutes were reduced by 80%, navigation times cut to just 14 seconds
  • Customer satisfaction rates were higher: 93% “satisfied” or “very satisfied”

Challenges

Westpac handles 60 million customer phone interactions from roughly seven million customers across five distributed contact center sites. Previously, there were too many customer misroutes and it was taking too long for customers to reach their destination. Westpac wanted to significantly reduce those issues and wanted bankers answering calls to have a thorough understanding of why customers were calling before they answered the call.

Solution

Westpac designed and implemented a speech-based call classification system and selected the Cyara Platform for testing. They also used Cyara to monitor and assess through the testing phase of the project to gain a strong understanding of the customer experience in terms of voice quality, functionally testing the system in part by emulating live calls without requiring or impeding live customers or agents.

Benefits

With help from Cyara, Westpac has reduced the number of misrouted calls from 25 percent to just five percent — an impressive 80 percent reduction. Customers can now navigate through to their intended destination in just under 14 seconds whereas previous navigation took 90 seconds, and today 80 percent of callers reach that destination by providing only one piece of identifying information. The customer response is overwhelmingly positive; 93 percent are “satisfied” to “very satisfied,” up from the low seventies prior to the deployment.

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