Scotiabank: Next Generation Contact Center

Topics:
Commercial Banking
Tags:
Accenture Ltd.,
Call Centers,
Contact Center,
Financial Services,
It Operations,
Mass Market,
Vice Chairman
Source:
Accenture

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Overview: Scotiabank, the third-largest bank in Canada in terms of market capitalization and asset size, had delivered solid financial performance in the past decade. However, the vice chairman of Scotiabank's Domestic Bank realized that no single business unit was focused on the profitability and experience of its 5.46 million mass-market customers. The vice chairman was concerned that customer cross-sell and attrition issues, economic changes and competitive actions could damage the Domestic Bank's future profitability. Accenture helped Scotiabank create a mass market customer segment operating model to increase future profitability and improve the experience of its 5.46 million mass market customers, boosting the bank's overall business performance.

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