Overview
In 2021, after having fully outsourced its customer support voice channels, Banco PAN realized it needed more visibility into the performance of its business process outsourcing (BPO) partners and overall customer experience. The BPO’s reporting and operational methods were inconsistent and potentially skewed to favor the retention rates against which they were paid. While retention rates were high, customer satisfaction rates were sinking. Banco PAN turned to NICE CXone to improve its visibility and controls.