National Australia Bank stated today in a first-time announcement that it had ramped up its pre-existing call center; now boasting state-of-the-art call center infrastructure aimed at delivering shorter waiting time and increased customer capabilities. By completing implementation of its Virtual Contact Center (VCC) platform, NAB has transitioned from a hardwired, phone-based network to a completely modernized, Web-based, virtualized system – serving as the first infrastructure of its kind in Australia.
NAB CIO Adam Bennett elaborated on this announcement in a press release, stating, “A large number of NAB customers speak regularly to our phone bankers and advisers across 36 call centers. This new platform means shorter wait times and increased capability to resolve customer enquiries on the spot.”
It’s made very clear that a very important part of the company’s transformation is its virtual contact center technology, which has transformed its workplace environments as well as multi-year programs aimed at simplifying and modernizing systems for the benefit of customer and employees alike.
The new platform operates on VoIP and is now being used across all NAB call centers, including its Melbourne and Sydney locations (which serve over 35 million calls per year), its Merchant Service Center, UBank’s Customer Support Center, and MLC’s Customer Service Center and Adviser Hotline.
“Whether assisting people online, on the phone, in-store, or through a range of other channels, new technology should make our customers’ time with us as effective and enjoyable as possible. This is our approach, regardless if the new system is seen by our customers or not,” Bennett added.
This calls attention to the unique benefits and advantages of adding virtualization to the call center. Not only does it cut costs and increase efficiency, but it also improves customer satisfaction and loyalty and maximizes emergency preparedness.
Perhaps it’s time all call centers think long and hard about adopting a virtualized environment and the plentiful benefits which come with it. After so many success stories, it’s a no-brainer! The virtual call center continues to prove itself the future of the call center industry.
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Edited by Amanda Ciccatelli