New York Community Bancorp Increases Customer Satisfaction Rates by 25-35% After Deploying Calabrio ONE

CASE STUDY: New York Community Bancorp

New York Community Bancorp (NYCB) increases both agent productivity and customer satisfaction by using Calabrio ONE

Resulting in a huge jump in both customer and employee satisfaction.

BACKGROUND

With hundreds of locations in multiple states, NYCB is one of the largest banks in the country. With a large and loyal customer base it is dedicated to offering convenient banking options available 24/7/365.

THE CHALLENGE

With a goal to grow its contact center while also improving customer and employee satisfaction, NYCB was looking for a WFO provider that worked with the Cisco platform. It needed a solution with a lower total cost of ownership and product features to meet its WFM and QM needs.

THE SOLUTION

After evaluating other providers, including Aspect, NYCB ultimately selected Calabrio ONE to meet its WFO needs. The decision to use Calabrio was based on its:

• Ease-of-use
• Unified suite and integrations
• Superior support and services

THE RESULTS

Since deploying Calabrio ONE, NYCB has seen several impressive results:

• Increased customer satisfaction rates by 25-35%
• Increased contact center productivity by 20-30%
• Saw a return on investment (ROI) within 9-12 months

“Calabrio has been a big benefit for our customers and our employees.” Tom Droll, IT Professional, New York Community Bancorp

Source: TechValidate. TVID: 34A-F13-341