Case Study: PREMIER Bankcard achieves better customer experience and cost savings with Verint Systems

PREMIER Bankcard Delivers Premier Customer Experiences

Premier Bankcard used Verint Systems’ Customer Engagement Platform, including Verint Speech Analytics and Verint Da Vinci AI and Analytics, to better track and improve customer engagement. The company needed to uncover efficiency opportunities, reduce escalations, and improve customer experience metrics such as CSAT and handle time.

Verint Systems helped Premier Bankcard use speech analytics and data exports to identify actionable call insights and process improvements. In 2021, the company generated 52 improvement recommendations, with nearly $500,000 in potential cost savings, close to a 10-FTE reduction, and up to $65,000 in annual savings per team from handle-time gains; one simple scripting change alone saved $50,000 a year while improving the customer experience.

Premier Bankcard

Nicole Garber

Director of Customer Experience & Process Innovation