Mova for Banking
Whether driving customer satisfaction scores higher inside your call center, performing root cause analysis in order to deflect calls, or tracking your compliance against regulatory obligations.
Every call.
Categorize every call, understand AHT/sentiment /resolution patterns
Test & Iterate.
Identify opportunities to deflect inbound calls - automatically A/B tests and their impacts and costs
Only the best.
Find out what makes your best agents the best and train everyone else.
Find & fix.
Reduce risk by identifying potential compliance slips and quickly remediating.
Customer care
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Score every agent on every call against multiple traits.
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Understand which agents drive higher customer sentiment/NPS, which are lacking.
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Cross-reference handle time, sentiment, and outcomes - what patterns exist, what drives more revenue / higher customer satisfaction.
Root cause analysis
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Understand why every single call takes place with detailed call purpose categorization - e.g. make a loan payment, verify transactions, to setup autopay etc.
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Track the reasons why people are calling in the first place - were there online banking issues?, IVR too hard to use?, caller is on deployment, person prefers speaking to a human...
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Automatically track results of your A/B testing to incentivize use of online banking or autopay etc.
Regulatory compliance tracking
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Score every call and track potential compliance
violations across Reg Z, Reg DD, UDAAP, CFPB
Consumer complaint program, etc. -
Automate identification of complaints, categorization, and reporting.
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Track resolution of all calls including whether complaints were substantively resolved on the call.
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Scoring
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Score every call against qualitative and quantitative aspects for quality and compliance
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Score for positive call competencies
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Track and score negatives aspects of calls
Get a contextual call report seconds after the call hangs up for substandard calls and truly understand the ROOT CAUSE OF ISSUES
PROVIDE LASER-FOCUSED TRAINING OPPORTUNITIES allowing you to only train those who need it
