Park National Bank Reduces Agent Turnover by 62% with Panviva
Park National Bank Reduces Agent Turnover by 62% with Panviva
Park National Bank transformed its customer care operations, reducing turnover and boosting associate efficiency by implementing Panviva.
How do you empower associates and safeguard compliance while improving customer experience?
See how Park National Bank achieved results by partnering with Panviva:
- 62% reduction in associate turnover, dropping from nearly 100% to 38%
- Improved efficiency with faster handle times and fewer internal support tickets
- Higher first call resolution, enabling associates to resolve more customer issues on the first contact
- Expanded compliant knowledge base, growing from 50 to over 500 documents
Challenge
Disorganized, Ineffective Knowledge Management
Park National Bank’s Customer Care Center (CCC) faced mounting challenges with disorganized documentation and “tribal knowledge.” Associates struggled to locate current information, leading to inconsistent customer answers, longer handle times, and frequent support tickets. New hires faced steep learning curves, contributing to high turnover and compliance risks in a regulated environment.
Solution
A Centralized, Real-Time Knowledge Foundation
Adopting Panviva, Park National Bank centralized all critical knowledge into one platform. Panviva delivered clear, up-to-date information in the flow of work, provided real-time call guidance, and streamlined onboarding for new hires. The modern system boosted associate confidence and enabled the bank to scale knowledge management as services grew.
“Panviva has reinforced strong operational discipline, enabling consistency, innovation, and a superior customer experience.”
— John Rees, Director of Customer Care
