Case Study: Commerz Direktservice improves agent performance and reduces AHT with Envision Click2Coach

Seven days a week GmbH Commerz Direct service interacts with Commerz bank customers, answering questions, solving problems, marketing products, and serving as the public voice of Commerz Bank

Commerz Direktservice, the customer contact center arm of Commerz Bank, needed to strengthen agent skills, improve customer service quality, and support ongoing coaching across a high-volume, seven-days-a-week operation. The company focused on developing care, responsibility, communication strength, and social skills, while reducing errors and improving process safety for agents.

Envision’s Click2Coach solution was implemented to deliver regular evaluations, automated coaching, e-learning, and performance insights for supervisors and training managers. The results included a roughly 3% reduction in average handling time, improved technical, methodological, and conversation skills, and stronger process safety, with fewer errors and better overall customer interactions.

Commerz Direktservice

Jürgen Fricke

Chief Executive Officer