Case Study: SunTrust Bank improves call center performance and customer satisfaction with Conduent Learning Services

Delivering Innovative Learning Solutions

SunTrust Bank, one of the nation's largest financial holding companies, faced significant challenges with quality and customer satisfaction at a new bilingual call center. Despite a lengthy training program, agents were not meeting service level agreements, and the bank was experiencing high staff attrition. They engaged Conduent Learning Services to diagnose the issues and propose a solution to improve student performance and retention.

Conduent implemented a comprehensive solution that included redesigning the recruiting process, enhancing training with engagement and accent neutralization exercises, and improving coaching tools for supervisors. The results were dramatic and rapid: within six weeks, in-class attrition improved by 67%, agent tenure increased by 119%, and production attrition decreased by 46%. Conduent's solution successfully boosted agent confidence, production quality, and customer satisfaction scores for SunTrust Bank.

SunTrust Bank