A leading retail bank tackles the challenge of highly variable call volume

March 9, 2019

The retail bank operated several call centres to service its core retail customer base. This covered standard telephone banking activity such as managing account enquiries, assisting with money transfers, setting up or cancelling direct debits, handling complaints and so on. Managing fluctuating call volume was an ongoing challenge for the bank with Mondays and Fridays being particularly busy days. Call volume was also higher at the beginning of the month when people got paid and at the end when they were most likely to go overdrawn.

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Retail Innovation Club

Our goal is to bridge the technological gap that exists between the retail industry and retail tech startups, by connecting Israel's retail tech ecosystem to the world's major retail and commercial real estate companies. Together we teamed up in order to really understand the retail industry needs, challenges and opportunities, using our direct access to Israel's startup network.

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Spotlight

Retail Innovation Club

Our goal is to bridge the technological gap that exists between the retail industry and retail tech startups, by connecting Israel's retail tech ecosystem to the world's major retail and commercial real estate companies. Together we teamed up in order to really understand the retail industry needs, challenges and opportunities, using our direct access to Israel's startup network.

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