- Finance
From Traditional Telebanking to Omnichannel Banking Experiences
From a traditional Telebanking model into a fully omnichannel operation.
The Challenge
A Central American bank set out to evolve its contact center from a traditional Telebanking model into a fully omnichannel operation. The objective was to handle growing volumes of customer interactions more efficiently while improving service levels and customer satisfaction, and to support sales of banking, financial, and insurance products across assisted and digital channels.
Strategy
Atento partnered with the bank to progressively transform the operating model and expand channel coverage:
- Gradual migration from single-line telebanking to an omnichannel hub
- Assisted service for banking inquiries and product support
- Retention and sales support for credit cards, extra-financing, 365 plans, and migrations
- IVR self-service for Telebanking, SALEX, and OTP to resolve simple requests and route complex cases
- Digital CX expansion across WhatsApp, chat, email, social media, and Omnifpresas
- Post-contact NPS surveys embedded in both voice and digital interactions
- Segmented cells for service, retention, and sales to protect SLAs
Results
- ~38K–42K assisted cases per month
- SLA up to 90%
- Voice NPS up to 53%
- 1.5K–2.7K digital NPS surveys per month, with satisfaction levels up to 81%
- 40K+ total cases handled per month
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