One of the world's most reputable financial services organizations aimed to capture a sizeable portion of the local retail banking market through exceptional quality of customer service.

Business Need

To boost turnover and build brand equity by delivering competitive phone banking services in a maturing financial services sector

Key Challenges

• Execute cost-effective operations of its back office processes

• Deliver measurable quality improvements by reducing operational expenses and response time

• Increase brand awareness to broaden the customer base for personal banking

• Strengthen relationship with through personalized service to improve customer retention

• Higher cross-sell and up-sell rates across the company’s product portfolio

Solution

Comprehensive customer service support leveraging customer support and direct response capabilities

• Management of state-of-the art contact centre facility to provide 24/7 phone banking service

• Real-time integration with the bank’s Core Banking Application through custom interface design

• Skill-based call routing solution with enhanced service levels for premium customer segments

• Process requests for liability products through phone banking channel

• Swift handling of account activation, processing and  servicing requests

• Increase prospect base through proven techniques for up-selling and lead generation programs across the financial services product portfolio

• Conduct customer satisfaction surveys to for insights on service levels perception

• Compliance with State Bank of Pakistan outsourcing guidelines for Know-Your-Customer

• Multiple redundancies in technology infrastructure with 99.95% system availability

• Recruitment focus on agent credential and background checks prior to induction

• Stringent personnel monitoring mechanisms to optimize productivity

• Payment Card Industry certified for Data Security Standards and ISO compliant to secure customer information and authentication parameters

• Effectively monitor customer complaints to shorten resolution time

• Optimize Key Performance Indicators over a period of time

Results

Our services positively impacted operational process efficiencies for the client.

• Enhanced customer satisfaction as reflected by a consistent quality score of over 98%

• Augmented customer base through conversion ratio and lead generation

• Optimized response time maintaining a steady service level target of 80%

• Answered highest number of calls in queue by keeping abandonment rate well below 0.5%