eBucks Brings Contact Center In-House and Dramatically Improves Customer Service

Set up by FirstRand Bank Limited, eBucks is the country's leading multi-partner rewards program. eBucks wanted to build in-house contact center to provide the flexibility and responsiveness that was lacking from the existing contact center, which was outsourced to the banking environment and enable changes to contact center processes to be made rapidly. The challenge was to gain customer insight and a clearer understanding of eBucks' customer needs and improve management information systems to deliver better reporting capabilities. eBucks built in-house call center based on Siebel Call Center, customized to meet eBucks' specific requirements and improved customer service significantly by automating the workflow for enquiry escalations.