Case Study: Bank of Montreal achieves faster call resolution and improved customer satisfaction with Verint Systems' Impact 360 Speech Analytics

Bank of Montreal - Customer Case Study

Bank of Montreal (BMO), a long-established North American bank, faced a surge of customer calls and agent difficulty after it changed how credit card interest was calculated. Already a Verint customer for compliance, BMO expanded use of technology across its banking and marketing groups to better understand the “voice of the customer” as 2,000 agents handled up to 50,000 calls a day about confusing charges.

By rolling out Verint’s Impact 360 Speech Analytics, BMO quickly identified why customers were calling and where agents were struggling, then provided targeted call-control training. The result: average handle time fell from 11 to about 7 minutes, the bank avoided hiring extra staff, Net Promoter Score rose, and the contact center gained credibility—now routinely consulted during product and service planning.

Bank of Montreal

Bruce Boyle

Senior Manager of Operations and Support, Bank of Montreal