Case Study: China Trust Commercial Bank achieves 24% sales growth and improved customer satisfaction with NICE Systems

Combining Intelligence And Efficiency To Improve Quality And Operations

Chinatrust Commercial Bank (CTCB), a major Taiwanese bank headquartered in Taipei with millions of account and credit card holders, faced the challenge of improving contact-center quality, customer satisfaction and cross‑selling across a 24/7 operation of 450+ agents handling some 15 million interactions a year. The bank needed better ways to ensure agents followed procedures, diagnose root causes of dissatisfaction, and identify sales opportunities from customer conversations.

CTCB deployed NICE Interaction Management to record 100% of interactions and NICE Quality Management to monitor, analyze and surface voice-of-customer insights. Process fixes (for example, post‑service confirmation emails) and automated agent prompts for tagged cross‑sell prospects improved operations and revenue — agent performance rose 5%, customer satisfaction increased to 93.6% (from 90.1%), and sales grew by 24%.

China Trust Commercial Bank

Lily Tong

Senior Vice President, Channel Management Group, Chinatrust Commercial Bank