“Our abandon rate and average speed of answer have both decreased significantly since we optimized our Five9 solution. We have also seen increaseagent productivity and efficiency. I definitely recommend Five9,” Cody Bennett Senior Analyst/Applications Lead
Established in 1986, BSI Financial provides mortgage servicing and other specialized financial services using proprietary data analytics tools with a nearly 30-year performance track record. At BSI Financial, the primary functions of the contact center are to:
BSI Financial currently uses Five9 Virtual Contact Center (VCC) for their 100+ agents in five locations. For years their contact center had been running adequately but there were some challenges which impacted their customer experience. BSI was challenged with high abandon rate, average speed to answer, limited capabilities to effectively manage customer and agent experience, and didn’t have an automated process in place while also experiencing lack of integrations to key technology.
The Five9 team suggested bringing in Five9 Professional Services to perform an optimization. The Five9 team identifies ways to enhance business processes to fuel company performance. With optimization, BSI was able to accomplish this goal and saw many benefits including:
• Reduced abandon rate from 7% to under 1%
• Decreased average speed to answer (ASA) to 16 seconds
• Better automation and routing of calls to enhance customer experience
• Increased agent productivity and efficiency
One of Five9’s biggest strengths is the ability to integrate with third-party systems and technology. BSI Financial uses Fiserv, a leading financial technology solution used by banks, credit unions, securities processing organizations, and insurance companies.
“Integrating with Fiserv has enabled BSI Financial to automate several of its core services which are currently available to its customers and clients, such as automated payment functions, document selection, account information, and caller authentication. We expect to see more enhanced capabilities and increased automation through Fiserv integration in the near future,” explained Bennett.
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