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Bank of Oklahoma Drives Profits with Envision Performance Management and Coaching Solution

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TMCnews Featured Article


November 10, 2011

Bank of Oklahoma Drives Profits with Envision Performance Management and Coaching Solution

By Susan J. Campbell, TMCnet Contributing Editor


Susan J. CampbellBank of Oklahoma Drives Profits with Envision Performance Management and Coaching SolutionCompanies rely on the call center to provide the necessary customer support and satisfaction. As a result, performance management and coaching of all agents becomes a priority. Envision is a company operating in this space and recently enabled the Bank of Oklahoma (BOK) to make some necessary changes with drastic results. 



This Envision case study provided insight on the BOK Financial Corporation, a bank providing commercial and consumer services in six states. The financial institution operates a 24-hour ExpressBank contact center, managing thousands of inbound calls every day. Agents within this environment handle everything from basic account information to more complex questions regarding investment strategies and credit issues. 

To implement the necessary performance management and coaching techniques, BOK Financial leverages the Click2Coach from Envision. The Click2Coach tool has enabled BOK Financial to drive a 10 percent increase in quality assurance scores, a 75 percent reduction in the amount of time necessary for call monitoring and evaluation, and a 97 percent jump in cross-sell referrals. 

BenchmarkPortal (News - Alert) evaluated this performance management and coaching implementation with BOK Financial to determine if CSR monitoring and coaching, as well as eLearning training delivered directly to agents via the desktop provided the performance management and coaching necessary to positively affect his or her skill-set. The organization wanted to measure and quantify improved performance levels realized by CSRs on the Click2Coach System. T

he research results in this situation were significant, demonstrating the power of performance management and coaching when delivered correctly. For BOK, revenue as a result of up-selling increased more than 28 percent immediately, and this increase has been sustained. The financial services organization also realized a 388 percent return on investment (ROI) in just the first year, with the initial investment paid back in less than three months. 

In addition, BOK Financial experienced increases in productivity as a result of this performance management and coaching implementation. This elevation in productivity is defined as calls handled per CSR (News - Alert) that were logged-in-hour, which increased by 13 percent with Click2Coach. CSR quality monitoring scores improved by 14 percent, while attendance improved by 13.6 percent. CSRs also competed for top performance honors 90 days after their initial performance management and coaching sessions. 

With this Click2Coach performance management and coaching implementation, supervisors now have 30 hours more per month to spend coaching and motivating their CSRs and supporting the roll out of the new program. Due to this solution, revenues were increased, transaction costs were reduced, new customers were acquired, existing customers were retained, CSR retention rates improved and profits increased. 

In all, this research determined that the implementation of the performance management and coaching solution for BOK Financial was not only a smart move, but one with very real and measurable results.


Susan J. Campbell is a contributing editor for TMCnet and has also written for eastbiz.com. To read more of Susan’s articles, please visit her columnist page.

Edited by Jamie Epstein







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