South Carolina Bank and Trust Enhances Customer Service with GMT Planet™
Results include $100k in annual savings, 77% faster service, 66% fewer abandoned calls
NORCROSS, GA -- (April 30, 2007) - GMT Corp., an industry leader in enterprise workforce and cash optimization solutions, today announced that South Carolina Bank and Trust (SCBT) dramatically boosted productivity, customer service, and employee morale in its multi-channel contact center by installing the GMT Planet workforce optimization (WFO) system.
SCBT’s relentless mission to enhance customer service motivated the bank to invest in a number of technologies, including a new IP switch. To complement and augment the benefits from that investment, the bank knew it also needed an equally-powerful WFO solution and determined that GMT Planet was the best fit over all competitor offerings it evaluated. With GMT, the bank raised its occupancy rate by 25%, lowered its average speed to answer (ASA) by 77%, and reduced the number of calls abandoned by 66%. Further, it could maintain a level staffing despite a 25% increase in call volume, saving $100,000 in annual expenses.
“GMT Planet provides us with unprecedented visibility into the performance of our contact center,” said Debby Pendleton-Smith, vice president and contact center director at SCBT. “Because it uncovers so much critical information, our contact center now has an elevated status in the eyes of management. We are now able to clearly illustrate how well we are doing in meeting and exceeding our customer service goals, and we can present a very strong case for additional staff, benefits, or other resources if needed. Putting hard numbers to your performance is very compelling.”The GMT system proved so effective that SCBT expanded its use to beyond the contact center, now also optimizing staffing at its retail bank branches. Now, the financial services institution can measure teller activities across branches to best match resources to requirements. The system is also enhancing the bank’s in-person customer service and better enabling its hallmark customer service to drive additional growth throughout the organization.
“We’re pleased that SCBT has turned to GMT products to support more and more of its business operations,” said Simon Angove, chief executive officer of GMT. “It is further testimony to GMT’s unparalleled ability to not only integrate with other IT investments, but also to provide businesses with simple, accurate, cost-effective, resource optimization solutions across the entire enterprise.”
About GMT Corporation
GMT’s workforce and cash optimization solutions create competitive advantage by enabling companies to improve customer service and sales, while decreasing their variable expenses. The company’s product line combines precision forecasting and intelligent scheduling with powerful analytics and performance management tools – together delivering a complete solution that is priced to deliver quick return on investment. GMT serves financial services and contact center customers worldwide, including ABN AMRO, Citibank, Nielsen Media, Pizza Hut, SunTrust, UPS, Washington Mutual and Wells Fargo. The company is privately held with headquarters in Atlanta, Georgia, and offices in the U.K., Australia, and India. For more information, visit www.gmt.com.
