Helping Tesco Bank deliver next-level customer service
Overview
Tesco Bank is on a mission to go the extra mile and make things as easy as possible for its customers and employees.
In 2020, this meant rapid transformation of its digital capabilities with Vodafone Business storm® – our powerful omnichannel cloud contact centre platform
In just a few weeks, a third of Tesco Bank’s agents were delivering a personalised customer experience from home with zero urgent/critical P1 instances. Four years later, Tesco Bank’s Transactional Net Promoter Score (tNPS) and Customer Satisfaction Score (CSAT) are now at an all-time high.
“We were looking for an agile vendor to improve our Customer and Colleague experience whilst having the scope to make changes ourselves. There’s no doubt Vodafone Business storm® has helped Tesco Bank deliver the next level of customer service.”
The solution
Vodafone Business storm® has revolutionised Tesco Bank, moving an office-based business with no homeworking capability to a hybrid operation where agents can choose where and how they work. In total, over 2,000 of Tesco Bank’s agents – comprising 1,740 named agents and around 500 supervisor licenses – have migrated to the single-stack cloud platform. This enables them to see and amend details in both banking and insurance systems concurrently. It also presents opportunities for up- or cross-selling, as well as reducing the manual effort associated with capturing, collating and reporting management information.
With Vodafone Business storm®, agents can now work and handle customer inquiries efficiently, regardless of their location, to enhance responsiveness and service quality.
Vodafone Business storm® is delivered in partnership with Content Guru – a leading cloud communications provider. Together, we help businesses realise the next level of customer service by enabling enhanced productivity, significantly better customer and agent experiences, and protection against evolving security and compliance risks.
Since the implementation of Vodafone Business storm® at Tesco Bank, we’ve continued to add to and enhance the platform to support frontline agents further – helping them meet and exceed rising customer service expectations.
Results
All of Tesco Bank’s agents now work on the platform.
The number of colleagues recommending Tesco is at an all-time high.
Average handling time (AHT) has reduced by 30 seconds.
Discover our contact centre solutions
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