Case Study: PNC Bank achieves improved call center performance and reduced agent talk time with VPI's Avaya Workforce Optimization

PNC Bank - Customer Case Study

PNC Bank engaged VPI to improve call-center agent performance and to blend disparate inbound and outbound call data into a unified database. PNC's existing reporting delivered feedback only the next day or month-end, which hindered timely corrective action; the bank needed real-time visibility and automated coaching to drive consistent agent improvement. VPI was brought in alongside Avaya technologies to address these gaps.

VPI implemented VPI PERFORMANCE and VPI COACHING integrated with Avaya CMS and Avaya Proactive Contact, deploying desktop and TV tickers, real-time scorecards and automated coaching triggers. As a result, PNC experienced decreased agent talk time, improved outbound talk time, more blended calls per hour, lower average speed to answer and reduced inbound abandonment, greater manager access to real-time and historical reports, less reliance on IT, better training control and higher agent morale — delivering sizeable dollar savings in the first year. VPI’s solution also enabled in-house customization and quicker operational responsiveness.

PNC Bank