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In the rapidly changing digital finance landscape, delivering quick solutions and precise information are the keys to a top-notch CX. Optimize your strategy and keep your customers satisfied.
Customer Acquisition and Sales Support
- Account Inquiries
- Applications
- New Accounts
Omnichannel Customer Care
- Account Maintenance
- Card Activation and Replacement
- Disputes and Escalations
Back-office Support
- Risk and Fraud Management
- Customer Information Updates
- Verification and Compliance
Solution
- Tagging refresher reiterating tagging should be done at the end of every engagement
- Provided weekly iChecks for agent to be familiar on all platforms.
Result
- 81% AHT improvement
- Achieved 98% service level on social media, an increase from 17% in just two months
Solution
- Gradual up-skilling of agents with language training
- Implemented PID Selector & Instalment Calculator
- Created LEAP 360 tool as Training Library
- Fraud & Data Privacy Awareness Activity
Result
- Decreased error rate to 2%
- 90% Quality Score
- Zero fraud cases for five years straight
Take your tech journey to new heights with our cutting-edge Customer Experience (CX) strategies. Designed to navigate the fast-paced tech world, our approach empowers you to embrace innovation and exceed expectations effortlessly.
By analyzing KPIs like FCR, AHT, and CSAT, banks can improve service quality. Sentiment analysis adds depth by capturing emotional tones, allowing for more empathetic interactions. Combining analytics with people, strategy, and innovation can significantly elevate customer satisfaction and loyalty.
Loans, Payments, and Transfers
- Payment Processing
- Early-stage Collections
- Underwriting
Technical Support
- Web and App Support
Customer Brokerage Services
- Account Inquiries
- Customer Service
- Back-office
Insurance Services
- Omnichannel Customer Care
- Account Opening
- Claims Processing
Contact Us
Take your tech journey to new heights with our cutting-edge Customer Experience (CX) strategies. Designed to navigate the fast-paced tech world, our approach empowers you to embrace innovation and exceed expectations effortlessly.
