Contact Center Virtualization Success Story: Huntington National Bank

Contact centers have traditionally been in-house, brick and mortar buildings housing agents who make or answer calls and serve as the primary touch point between the company and the customer base. While the touch point requirement is still the same, a number of organizations are moving to a contact center virtualization environment that allows for more flexibility in customer service delivery. One company that made the move and has a success story to share is Huntington National Bank and you can learn how their success may be possible in your own environment.

Contact Center Virtualization Makes Sense for Growing Operation

The Huntington National Bank operates 600 banking offices and as a subsidiary of a $52 billion regional bank holding company, is the 24th largest bank in the United States. A full-service banking organization, Huntington operates two contact centers staffed by a total of 300 agents. Between the two centers, approximately 26 million calls are handled each year. With an IVR utilization rate of 85 percent, agents handle only about 4 million of the annual call volume. With the success the bank was experiencing and steady growth in its markets, the two contact centers needed technological attention. And, in 2006, Huntington announced that it would acquire Sky Financial Group, which would drive 50 percent growth. It was time for Huntington to examine the potential of a contact center virtualization platform.

Quick to Deploy Benefits of Contact Center Virtualization Draws Attention

In facing its growth and anticipated merger, Huntington quickly realized that its in-house call center lacked a number of key elements that would streamline processes. The center lacked call routing flexibility, and experienced inefficiencies in staffing, redundant customer authentication, long hold times and siloed agents. All of these shortcomings were making it difficult for the organization to sustain its growth and still deliver on customer service expectations. In examining solutions from providers such as Avaya, Genesys and Cisco, Huntington realized it needed to implement a contact center virtualization strategy to effective manage its growth.

Contact Center Virtualization in a Unified Solution

In working with Genesys, Huntington discovered a full suite of contact center virtualization solutions that would improve its environment. In moving to a completely unified contact center platform, Huntington can now leverage all of the resources within the contact center virtualization infrastructure to deliver quality service to the millions of callers the center handles every year. And, rid of the legacy systems that plagued the organization and its ability to operate efficiently, Huntington can now focus on driving productivity by relying on the robust tools offered by Genesys.

Improved Customer Deliverables in a Contact Center Virtualization Environment

The contact center virtualization environment that Huntington Bank implemented with help from Genesys ensured the organization could create a better overall experience for customers. Accurate information on agent status and the complete virtualization of the center allowed Huntington to improve staffing efficiencies, optimize all agent schedules and deliver accurate staffing forecasts for all sites. And, the solution also eliminated the need for customers to authenticate their information more than once on every call, reducing the call time and customer frustration.

With the implementation of the contact center virtualization platform, Huntington was able to save 3.5 million minutes of hold time in less than two years, save more than $80,000 in toll charges over the same time period, and achieve a successful reconnect rate of nearly 94 percent – the ultimate contact center virtualization success story.

Leave a Reply