Australian bank improves customer service with cloud contact center tech
BENDIGO, AUSTRALIA — Bendigo Bank has reported a significant boost in customer service efficiency following the migration of its contact center operations to the Amazon Web Services (AWS) Connect platform.
How AWS changed Bendigo’s customer experience
This transition, completed in November 2023, has led to substantial improvements in performance metrics, including a 90% reduction in call wait time complaints and a 46% decrease in internal call transfers.
Overall, the bank has experienced a 20% increase in customer service efficiency.
Record-breaking customer satisfaction scores
The enhancements have positively affected Bendigo’s net promoter score (NPS), which saw a 17% year-on-year increase.
As of June 2024, Roy Morgan polls rank Bendigo as Australia’s second-highest major banking institution by NPS, with a score of +19.7, trailing only ING at +25.3.
AI-powered banking support innovation
The shift to AWS Connect has allowed Bendigo to consolidate its contact center operations from multiple legacy systems into a single, scalable cloud-based service. This change has provided the bank with increased agility and reliability.
The platform includes advanced analytics, fraud detection, generative artificial intelligence (GenAI) for post-contact summaries, and machine learning for customer sentiment analysis.
Bendigo Bank is leveraging these technologies to streamline interactions and reduce friction points such as on-hold wait times and identification processes. The platform also offers integrated tools for agents to access customer interaction histories and real-time dashboards for performance metrics.
Strategic insights from leadership
Megan Papadopoulos, Bendigo Bank’s General Manager of Customer Contact, highlighted the transformation in data access and interpretation across operations.
“This program of work is now arming our people and leaders with all the intelligence needed to make decisions quickly, act with confidence, and deliver results for customers,” she stated.
Papadopoulos emphasized that the reduction in average handling time over the past year has allowed the bank to reinvest capacity into enhancing overall customer experience.
She noted that over 50 teams across various divisions are benefiting from Amazon Connect’s capabilities, contributing to an uplift in the bank’s overall service offering.
Future of digital banking services
As Bendigo continues to leverage AWS Connect’s features, it aims to support new customer-focused initiatives and further improve service delivery across all its divisions.
The bank plans to use these technological advancements to enhance caller experiences by streamlining interactions and reducing friction points such as on-hold wait times and identification processes.
This strategic move positions Bendigo Bank at the forefront of customer service innovation within the Australian banking sector.
