As part of their vision to offer a simple, personal and fair service, Santander embarked on an end-to-end examination of their telephony journeys.
It was found that telephony agents were less successful in converting credit card applications than other channels, revealing a problem in the customer journey that needed to be addressed:
As part of their vision to offer a simple, personal and fair service, Santander embarked on an end-to-end examination of their telephony journeys.
It was found that telephony agents were less successful in converting credit card applications than other channels, revealing a problem in the customer journey that needed to be addressed:
The journey could not be completed on the call, so customers had to wait for paperwork to be posted, which they then had to complete and return.
These delays meant the journey typically took 16 days – longer than some customers were willing to wait.
Santander implemented Vizolution’s platform, an agent-assisted telephony solution that transforms a call centre call into a visual experience.
When a customer calls the contact centre, they are directed to a secure screen sharing session that can be accessed via a simple browser and without downloads. Using our technology, agents can show, share and collect signed documents, as well as display visual sales aids.
Santander implemented Vizolution’s platform, an agent-assisted telephony solution that transforms a call centre call into a visual experience.
When a customer calls the contact centre, they are directed to a secure screen sharing session that can be accessed via a simple browser and without downloads. Using our technology, agents can show, share and collect signed documents, as well as display visual sales aids.
By capturing digital signatures when showing pre-contractual documents, CCAs and regulatory declarations, the delays and costs associated with postage were removed.
Customers were shown a summary of their deal on the screen to help them understand and encourage competition. This also included upsell options such as insurance.
The telephony journey can now be completed in a single transaction reducing the process from 16 days to just 4 days.
The Impact
The Impact
