Customer Service Best Practices in Banking

Benchmarking of Key Performance Indicators Pertaining to Banking Customer Service Operating Models in Eastern Europe

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Situation

Our client wanted to better understand the operation model and performance of customer service/contact centers in main banks in Eastern Europe.

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Objective

The objective was to benchmark customer service and contact center KPIs across several banks in the following Eastern European countries: Slovakia, Croatia, Hungary, and Serbia.

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Our Work

10EQS sourced and vetted experts in customer service and contact center operations from various banks across the geographies of interest. 10EQS ensured the experts’ knowledge of the contact center operating model, organization, strengths and weaknesses, and performance.

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Project Team

• 10EQS Delivery Operations (=PMO) providing quality assurance, process management and expert recruitment
• 8 industry experts

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Industry experts

• Former Head of Sales, CRM, & Digital Channels – Bank (Serbia)
• Former Director of Marketing & Customer Experience – Bank (Croatia)
• Former Contact Center Manager – Bank (Hungary)
• Head of Data Solutions Department – Bank (Slovakia)
• Former Head of Contact Center – Bank (Serbia)
• Former Director of Marketing & Customer Experience – Bank (Croatia)
• Former Head of Product Management – Bank (Hungary)
• Former Head of IT & Innovation – Bank (Slovakia)

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Results

10EQS successfully provided two experts per region allowing the client to obtain Key Performance Indicators of various banks’ customer service operating models.