Bank of Oak Ridge Turns to Engageware to Increase Efficiency and Employee Focus With a call volume exceeding the department’s capacity, Bank of Oak Ridge was searching for a solution to gain increased efficiency and employee focus by reducing backlog without adding additional headcount. Investing in additional full-time resources is both costly and time- consuming, including the cost of recruitment, salary, benefits, and bank training. Bank of Oak Ridge also hoped to refocus employee efforts toward key initiatives and revenue-driving activities. The bank’s call center representatives spent the majority of their time answering basic and routine informational questions from clients, causing a backlog of account maintenance functions. Over time, the backlog made it challenging for

Join for free to read