Case Study: Bank of Oklahoma boosts call center performance with Envision Click2Coach

Bank of Oklahoma Financial Corporation Knew That Agent Coaching Was Essential

Bank of Oklahoma Financial Corporation needed a better way to monitor customer service calls and coach its agents to improve service quality and grow customer relationships. After evaluating vendor options, the bank chose Envision’s Click2Coach integrated monitoring, coaching, and eLearning system to support its call center operations.

Envision implemented Click2Coach and helped the bank focus more on up-sell and cross-sell referrals, agent availability, and ongoing desktop coaching. The results were strong: calls handled increased 9%, productivity rose 13%, and the bank reported a 388% first-year ROI with payback in under three months. Envision also helped replace a 30-minute refresher class with a nine-minute eLearning session, creating capacity for 412 additional calls and contributing to more referrals and new deposit accounts.

Bank of America