“We’re very pleased with Zylinc Service Center, which enables us to realize the bank’s strategic approach of putting the customer in focus, so we in turn can solve their problems quickly,” says Joan Mai, and points to the fact that Zylinc Service Center contains a wealth of information that makes it easy to help the calling customers.
“When a Customer Service agent answers an incoming call, Zylinc Service Center automatically retrieves information about the customer who’s calling, based on their phone number. So the agent immediately knows who the customer is, who their personal advisor is, and what their call history is like.”
“When a customer calls us, we always try to help them in the first go. If this isn’t possible, Zylinc Service Center makes it easy to transfer the call or, alternatively, view if a specific employee is in a meeting. If that’s the case, the agent can quickly look in the calendar of the employee in question and book a callback appointment,” explains Joan Mai.
Sydbank provides customer service from several locations.
“Zylinc Service Center distributes all incoming calls into queues based on location. All Customer Service agents in a given location answer the calls in their respective queue.”
“However, if a long queue of incoming calls is building up at one location, Zylinc Service Center enables the other Customer Service departments around the country to assist their colleagues and provide service to the customers, eliminating unnecessary waiting time,” says Joan Mai.
“When customers call the company or department main lines, the call flow in Zylinc Service Center works by automatically sending all incoming calls directly to Customer Service. The same applies to incoming calls made directly to an employee: If their line is busy, or their call forwarding is activated, or if there’s no answer after a few seconds, the call is sent to Customer Service, where agents have been trained to answer the most frequently occurring customer questions. In this way, our customers are served immediately,” Joan Mai explains.
Sydbank aims for constant availability, and for customers to have their needs met by the first employee who anwers their call. This is the case in approx. 65 % of all calls.
“By using Zylinc Service Center, we can provide good customer service and use our internal resources properly. Customer Service is a strategic focus area for Sydbank, and Zylinc Service Center makes it possible to act in accordance with our strategy,” Joan Mai ends.
Sydbank is Denmark’s fourth largest financial institution, with a branch network covering the majority of Denmark. Headquartered in the southern Danish city of Aabenraa, Sydbank has approx. 60 branches spread across most parts of the country. Sydbank has more than 2,000 employees.