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Customer-obsessed bank boosts retention and performance in its contact center

A forward-thinking, multi-billion dollar asset regional bank holding company serving America’s Midwest always looks ahead for ways to be the very best and strives to deliver superior customer experiences. Key to that is its contact center. Centrical’s platform was applied to reduce attrition, close knowledge gaps, and raise performance to yield the highest-ever scores on Voice of Customer (VOC) surveys.

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8% Reduction in attrition
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7% Increase in Voice of Customer scores
With Centrical our customer service colleagues learned more and performed better…in a fun way.
Erin T. AVP, Business Analyst Supervisor

A passion to serve customers comes from gamified learning activities

This bank seeks to provide relationship-building capabilities to best meet each customer’s needs. That especially the case for its contact center. The employees there are the “face of the bank.” So, the bank saw it as an imperative to ensure its customer service personnel had right attitude, skills, and passion to serve customers in the best way possible.

The bank achieved that with Centrical’s gamified learning activities, complete with fun-to-tackle challenges and missions to engage staff and other the opportunity to gain coins that were redeemable for bank-branded swag and other items in a virtual store.

Mere months after implementing Centrical, attrition in the bank’s contact center reduced by 8%. This reflected the higher level of satisfaction those in the unit had for the work they were doing. The all-important Voice of the Customer (VOC) surveys were the highest ever recorded. An increase of 7% over the prior measurement.

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