Bendigo Bank is reaping the rewards of its transition to Amazon Web Services’ (AWS) Connect platform, reporting significant gains in customer service efficiency and satisfaction since migrating its contact centre operations to the cloud-based solution in late 2023. The shift has driven a 90 per cent reduction in call wait time complaints and a 46 per cent drop in internal call transfers, contributing to a 20 per cent overall boost in customer service efficiency. These improvements have helped Bendigo achieve a 17 per cent year-on-year increase in its Net Promoter Score (NPS), which now stands at +19.7 as of June 2024, according to Roy Morgan. This positions Bendigo as Australia’s second-highest-rated major bank for customer satisfaction, just behind ING at +25.3.
In November 2023, Bendigo completed a six-month migration to AWS Connect, consolidating its contact centre from a fragmented mix of legacy on-premises applications to a unified, scalable platform. The transition has delivered what the bank describes as “greater agility, reliability, and operational efficiency” for its contact centre team, which handles over one million customer calls annually. AWS Connect’s suite of tools has proven instrumental in driving these outcomes. The platform’s advanced analytics, fraud detection capabilities, generative AI, and machine learning-powered insights are helping Bendigo’s contact centre team optimise operations and enhance customer interactions. Notably, the system generates post-contact summaries, tracks customer sentiment, and provides near-real-time dashboards. These features empower agents with a complete view of customer interactions while enabling leaders to identify performance trends and areas for improvement.
According to Megan Papadopoulos, General Manager of Customer Contact at Bendigo Bank, the transition to AWS Connect has transformed the way the team leverages data. “This program of work is now arming our people and leaders with all the intelligence needed to make decisions quickly, act with confidence and deliver results for customers,” she said. The bank has seen a notable reduction in average handling time, allowing staff to focus on enhancing the overall customer experience. With streamlined call flows, effective call tagging, and better utilisation of call reason data, Bendigo is positioning itself for a new wave of customer-focused initiatives.
The benefits of AWS Connect extend beyond Bendigo’s contact centre, with over 50 teams across various divisions now using the platform. These wholesale improvements are driving efficiency across the organisation, contributing to an enhanced service offering for all customers. Looking ahead, Bendigo plans to further reduce friction points, such as on-hold wait times and cumbersome identification processes. The bank aims to continue leveraging its AWS-powered insights to refine customer experiences and adapt to evolving expectations.
Bendigo Bank’s investment in AWS Connect underscores its commitment to innovation and customer service excellence. By integrating advanced technologies into its operations, the bank is not only enhancing its immediate service delivery but also setting a new benchmark for how Australian banks can leverage technology to build deeper, more meaningful connections with their customers. As customer expectations evolve, Bendigo Bank’s data-driven approach and ability to adapt quickly place it in a strong position to maintain its leadership in customer satisfaction. With the groundwork laid, the bank is well-equipped to achieve even greater efficiencies and continue delivering exceptional service to its growing customer base.
Comments are closed.