Bank of Ireland invests $36Mn in call center services
DUBLIN, IRELAND — The Bank of Ireland recently announced a €34 million (US$36 million) investment in revamping its call center operations.
This initiative will equip call center staff with advanced tools for improved customer service, including a single customer view and voice biometrics technology.
Streamlined customer service
The investment will benefit the bank’s 2,800 staff across branches and contact centers by integrating a ‘single view of customer’ system. This technology provides operators with immediate access to comprehensive customer data, enabling quicker call resolution.
Bank of Ireland Retail CEO Susan Russell said this upgrade will also provide employees with a “single view of the customer at the touch of a button.”
Enhanced security with voice biometrics
In addition to operational improvements, the introduction of voice biometrics will enhance security measures. This technology is designed to authenticate customer identities more efficiently, thereby improving fraud protection and reducing call waiting times.
The move is part of a broader effort by the bank to fortify its fraud protection capabilities following a recent €50 million (US$53 million) investment in this area.
24/7 access and simplified interaction
The overhaul also includes removing complex menu options, allowing for more straightforward and faster phone-based transactions available 24/7.
This change is expected to significantly enhance the customer experience by making banking services more accessible.
Outsourcing other operations
While its call center operations are in-house, the Bank of Ireland has also been focusing on outsourcing certain operational aspects to streamline processes and reduce costs.
In 2003, the Bank of Ireland entered into a €600 million ($643 million) agreement with Hewlett Packard (HP) to outsource their information technology infrastructure services to the tech firm.
After the contract expired in 2010, the bank entered into a five-year partnership with IBM. This decision also follows a failed attempt to merge IT operations with rival AIB, which did not pass regulatory approval.
In 2011, The Bank of Ireland awarded HCL Technologies a €30 million ($32 million) contract that allowed the Indian outsourcing firm to handle significant portions of the bank’s business processes, particularly in areas that likely include back-office operations and IT services
In 2014, the Bank of Ireland outsourced its group technology and change division to Accenture, a global management consulting and technology services group with a large Dublin base.
