A Singapore bank with 300 call center agents deployed Instadesk’s financial services call center software to handle customer inquiries about accounts,loans,credit cards,and investments.The software included an AI voicebot for routine balance and transaction inquiries,intelligent routing based on customer value,screen pop with core banking integration,callback queuing,and realtime analytics.Results after 8 months:Net Promoter Score(NPS)increased by 30 points,average wait time dropped from 7 minutes to 2 minutes,abandonment rate fell from 30%to 12%,and agent turnover decreased by 25%.This case study details the bank’s challenges,solution,and outcomes.
Customer Background and Pain Points
The bank served 1 million retail customers.Its call center received 50,000 calls monthly,with 55%being routine inquiries:balance checks,transaction history,credit card due date,branch hours,and interest rate inquiries.Average wait time was 7 minutes;abandonment rate was 30%.Customer NPS was only 35,well below the industry average of 55.Agents were overworked,leading to 35%annual turnover.The bank needed a solution to automate routine calls,reduce wait times,and improve agent morale.
The Solution:Financial Services Call Center Software
The bank deployed Instadesk’s platform with the following features:
•AI voicebot for routine inquiries:balance,transaction history,credit card due date,and interest rate inquiries.The bot integrated with the bank’s core banking system(Silverlake)via prebuilt connector.
•Intelligent routing based on customer value:VIP customers(high net worth)were moved to the front of the queue.
•Screen pop:when a call reached an agent,the customer’s account summary,recent transactions,and open tickets appeared automatically.
•Callback queue:customers could request a callback instead of waiting on hold,reducing abandonment.
•Realtime analytics:managers monitored queue length,wait times,and agent performance live.
•Payasyougo perminute pricing with no perseat minimum.
Implementation and Results
Deployment took 3 weeks using Instadesk’s banking template.After 8 months:
•NPS increased from 35 to 65(30 points improvement).
•Average wait time dropped from 7 minutes to 2 minutes(71%reduction).
•Abandonment rate dropped from 30%to 12%(60%reduction).
•Agent turnover decreased from 35%to 26%(25%reduction).
•The AI voicebot handled 60%of routine calls(25,000 calls monthly)without agent involvement.
•Customer satisfaction scores increased from 68%to 86%.
Key Lessons for Banks
•AI voicebots can automate 5070%of routine calls,freeing agents for complex work such as loan applications and fraud disputes.
•VIP routing improves satisfaction for highvalue customers–their wait time dropped from 7 minutes to under 1 minute.
•Callback queues reduce abandonment significantly–customers prefer a callback to waiting on hold.
•Screen pop saves 1520 seconds per call,which adds up to hours saved daily.
How Instadesk’s Financial Services Call Center Works
Instadesk’s platform includes pretrained banking NLU,prebuilt connectors for Silverlake,TCS BaNCS,and other core systems,and a visual IVR builder.The AI voicebot understands natural language in English,Mandarin,and Malay(Singapore’s languages).Payasyougo perminute pricing has no perseat minimum.A free trial with 500 minutes is available.
Conclusion
For financial services,specialized call center software improves customer loyalty and agent retention.Instadesk offers a purposebuilt solution.Start with a free trial.
