Contact Center Pipeline August 2022 August 2022 - Page 9

TD BANK AT A GLANCE

NUMBER OF AGENTS ( ESTIMATED ):
Approximately 2,400 colleagues across four U . S . contact center sites provide customers with phone and online support with the advice customers need to help them confidently reach their financial goals .
CONTACT VOLUME ( LAST YEAR AVAILABLE ):
Contact center agents answered nearly 45,000 calls a day equating to more than 16 million calls in 2021 . Additionally , the Digital Media team recorded 1.2 million social media interactions and responded to about 1 million emails .
KEY TECHNOLOGIES :
Through advances in digital and self-service technology , simpler transactions continue to move out of contact center queues and colleagues are left handling more complex interactions that requires them to be more adept at interpreting data and solving problems .
Based on that , a significant , multi-faceted transformation effort is currently underway to build a best-inclass Customer Experience Center considering delivery of next generation capabilities like artificial intelligence ( AI ) -based natural language IVR and dynamic customer chat capabilities .
OUTBOUND / INBOUND SPLIT :
Inbound customer support calling makes up the large majority of the traffic . In April , Home Lending made ~ 5,500 outbound calls , compared to the overall U . S . contact center pillar receiving about 1.26 million inbound calls for an inbound / outbound split of 99.6 %/ 0.4 %.
INBOUND CHANNELS SPLIT :
The U . S . Contact Center consists of Day-to-Day Banking , Digital Communications , Home Lending and Servicing , Second-level support , and Small Business , Auto , and Merchant Solutions .
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