With over 25 million customers, NS&I knows a thing or two about customer service and contact centre performance. And it knew EvaluAgent was the right partner to help enhance both of them.
In 2012, it launched a new customer-centred strategy. The aim was to reduce customer effort, improve customer service, increase the number of self-service channels and continually monitor and measure customer feedback.
After a thorough review of the market, NS&I selected EvaluAgent to help deliver the improvements it was looking for.
It was a wise choice. Within just three months, EvaluAgent helped NS&I to achieve a:
- 3% rise in customer satisfaction
- 10% drop in average handling time
- 99% satisfaction rating from customers on query handling times.
NS&I was so pleased with the results, it has already started rolling out more EvaluAgent modules.