Case Study: TSB Bank achieves faster remote-work deployment and lower call abandonment with Genesys Cloud

TSB Bank boosts agility and cuts call abandonment 20% with Genesys

TSB Bank, a New Zealand-based financial institution, faced challenges with its outdated contact center platform, which had limited functionality and lacked the flexibility to support remote work. To modernize its operations and maintain its high standard of customer service, TSB partnered with vendor Genesys to implement their Genesys Cloud platform.

Genesys provided a cloud-based solution that enabled a rapid and secure transition to remote work for 65 agents, a crucial move during the COVID-19 pandemic. The implementation by Genesys yielded significant results, including a 20% decrease in call abandonment rates, a +71 NPS score, and substantial cost savings, all achieved after a migration period of just five days.

TSB Bank