Driving Superior Banking Support: Zanaco Bank’s Journey with RADIUS
Zambia National Commercial Bank (Zanaco) is one of Zambia’s leading commercial banks, offering a comprehensive suite of financial services to individuals, SMEs, corporates, and agribusinesses. Established in 1969, Zanaco provides savings and current accounts, lending solutions, trade finance, treasury services, and digital banking. With a strong focus on financial inclusion, innovation, and sustainable finance, Zanaco plays a critical role in driving economic growth across Zambia through its extensive branch network and digital channels.
- Customer : Zanaco Bank
- Industry : FinTech
- Website : www.zanaco.co.zm
- Contact Center : 70
- Location : Zambia
Challenges
- No CRM-embedded calling
- Inefficient priority call routing
- Limited inbound and outbound control
- Poor visibility into queues and SLAs
- Agents switching between tools
- No centralized call data or recordings
- Limited QA and live supervision
Key Features
- Inbound & Outbound Calling
- Click-to-Call within CRM
- IVR-Based Call Routing
- Priority Call Handling
- Centralized Call Data & Recordings
- Whisper & Barge-in
- Reports & Insights
- QA Evaluation
The Problem
Zanaco Bank’s existing customer support infrastructure presented several challenges that limited service quality and agent efficiency. A significant issue was the fragmented agent workflow. This created a clear need for a direct click-to-call capability integrated within the CRM screen to achieve a unified, efficient operational environment. Furthermore, the bank lacked the sophistication to offer differentiated service, specifically failing to prioritize high-value customer calls for immediate connection with an available agent. From a functionality standpoint, the system required an upgrade to include robust inbound and outbound call capabilities supported by an intelligent IVR system for automated, correct call routing. Finally, the ability to conduct effective Quality Assurance (QA) was constrained by the absence of essential supervision tools, namely whisper and barge-in functionalities, which are vital for agent coaching and performance oversight.
Ready to Get Started?
The Solution
Zanaco partnered with the RADIUS to deploy a unified, comprehensive contact center solution specifically tailored to address their complex requirements. The solution transformed the contact center into an intelligence-driven customer engagement hub.
Key components of RADIUS implementation included:
Deep CRM Integration & Click-to-Call : RADIUS was seamlessly integrated with Zanaco’s existing Customer Relationship Management (CRM) system, providing a single-pane-of-glass view and enabled agents to execute a click-to-call directly from the customer record, drastically cutting down on handling time and dialing errors.
Intelligent Prioritized Routing : RADIUS automatically routes their high-value customer calls to the most suitable or first available agent, ensuring an elevated service experience.
Full-Spectrum Call Handling :Implementation of robust inbound and outbound call capabilities supported by a multi-level IVR system for efficient self-service and call redirection based on customer input or needs.
Custom Real-Time Dashboards : Zanaco’s specific data visualization needs were met through the creation of custom RADIUS widgets providing real-time insights into:
- Agent Status and Availability
- Current Queue Volume and Wait Times
- SLA Attainment Rates
- Inbound Call Volume and Disposition Summary
Quality Assurance and Training Tools : Critical features were enabled for supervisor control and agent development :
- Whisper Functionality : Allowing supervisors to coach agents during live calls without the customer hearing.
- Barge-in Functionality : Enabling supervisors to take over a call instantly in critical or escalated situations.
Advanced Analytics and Reporting : RADIUS provided customizable reports from individual agent performance and call duration to peak hour analysis and first-call resolution rates, filling the previously identified reporting and QA gaps.
The Outcome
With RADIUS in place, Zanaco achieved a more streamlined and controlled customer support operation. Agents benefited from simplified workflows and faster access to customer context and history, while supervisors gained improved visibility into live call performance, queues, and service levels.
The enhanced routing logic and IVR capabilities helped reduce call handling friction, particularly for priority customers. At the same time, the introduction of reporting, QA, and supervisor intervention tools strengthened service quality monitoring and agent coaching. Overall, RADIUS enabled Zanaco to move toward a more responsive, data-driven, and customer-centric support model aligned with the bank’s digital transformation goals.
Take a Tour of Cutting-Edge Cloud Contact Center that Caters to All Industries
Experience the ultimate cloud contact center built to transform any industry.