Geeta Sreeraman is the Head of Customer Centre at DBS Bank in Singapore.

She has 22 years’ experience in banking across 3 countries, and 15 years’ experience in the contact centre industry.

Today, she shares how she helped create world-class customer experience in the bank’s contact centre, and how it’s lead to:

• DBS becoming the World’s Best Bank, 3 years in a row.

• An increase in complements from 300 to 10,000 a month.

• A consistent drop in customer contacts year-on-year, of between 8 and 10%.

• Consistent Customer Satisfaction (CSAT) ratings of around 4.6 out of 5.

• Consistent awarding of the Best Contact Centre of the Year by the Contact Centre Association of Singapore.

Geeta’s Top 3 Tips

1. Given your agents are dealing with customers everyday, you have rich insights into what customers like and want. Find a way to capture the essence of that data, and see how you can use it to refine your customer journeys (17:02).

2. Ensure you have a very strong support system for your agents, which includes their training, how they’re empowered, and the simplification of systems which they use (18:12).

3. Put customer experience at the centre of everything you do. All other metrics should play only a supporting role (18:55).

You'll Learn:

• The 3 parts of DBS’s service which turned around customer experience (03:26).

• How the contact centre changed from meeting only the functional needs of customers, to also meeting their emotional needs (04:32).

• The radical change in agent empowerment that was made in the centre (07:15).

• The clever (and simple) piece of technology agents use to hone their skills (08:25).

• How agents working from home are supported, so they have just as much support as they’d have in the office (08:57).

• The 2 steps Geeta takes to continually reduce call volume (10:38).

   

Connect with Geeta on LinkedIn: https://www.linkedin.com/in/geeta-sreeraman-0575337/

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