ING Direct

 Case Study

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ING Direct

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ING Direct was suffering from a high escalation rate at their customer service contact center, calls to second-level supervisors became a routine occurrence. With over 1.6 million clients and over 900 employees they knew something had to be done. Implementing Agent Answers from IntelliResponse enabled them to achieve the following results:

>>   Reduced first-level call escalations by 33% – virtually immediately
>>   Escalation continued to drop by 49% in one year and continues
>>   Resolution of common training dilemmas were resolved
>>   Director’s time was freed up for more strategic activity