Case Study: Barclays achieves 95% first-call resolution and major efficiency gains with eGain Knowledge+AI

Delivering Superior Financial Services to Corporate Clients

Barclays PLC, a leading UK bank serving tens of thousands of corporate customers worldwide, needed to manage rapid growth in its Business Banking call centre without expanding headcount or physical space. The challenge was to increase agent productivity, reduce handling time, and deliver consistent, speedy service as the customer base grew.

Barclays implemented eGain Knowledge+AI, integrated with its Siebel customer database to create a single searchable knowledge system. The solution put agents in control of calls and produced strong results: first-call resolution rose from 70% to 95%, average handling time fell by 67%, customer satisfaction climbed to 97%, training time dropped from 10 to 4 weeks, and the customer base nearly doubled with minimal staff increases.

Barclays

Rob Hudson

Customer Service Manager, Barclays Business Banking