What you need to know...
AIB Group, with assets of almost €81 billion, is Ireland's leading banking and financial services organization. It employs more than 24,000 people in more than 800 offices around the world. AIB's Direct Banking Group needed a more consistent and professional approach to sales campaign management that empowered sales and marketing business users to create and execute multi-channel outbound campaigns without support from IT, that drove increased sales revenue and conversions.
Leveraging Ciboodle’s business process platform, AIB now rely on system and data-driven frequently asked questions (FAQs) and dynamic scripts to guide the less experienced agents through the outbound campaigning process and record outcomes. Integration to AIB’s telephony and MIS systems ensures the Direct Banking group is armed with insight in terms of agent sales performance and campaign success.
We are getting better information presented to the operator which allows us to make more calls, more contacts and more sales. We are getting better customer insight which means we can both better serve and better control the customer and agent experience.