Financial Services BPO: Customer Onboarding Services

Our goal is to create real value for our clients through innovative programs that enhance revenue. Customers have a choice when it comes to selecting their financial products. If a service provider fails to meet customer needs, the penalties for changing to a new institution are insignificant. However, once a decision is made to stay, customers tend to be committed for the long-term – even acting as powerful advocates. As a result, the first three months are critical to developing lifelong customers.

Onboarding programs present the best opportunity for financial institutions to continuously and proactively engage their new account holders. It creates a foundation to engage, grow and retain customers and makes the financial institution the most convenient choice for future services.

With a successful onboarding program, you have the potential to delight new customers in the critical first 90 days. TELUS International can help with comprehensive onboarding programs, including carefully timed touch-points, tailored to your new customers.

Example: Onboarding program for credit card originators:

TELUS International offers a comprehensive onboarding program tailored to your new credit card customers:

• We provide valuable, carefully timed customer touch points during the first 90 days
• We ensure consistent program delivery with every customer receiving the same friendly, efficient new card member experience
• We provide a foundation to engage, grow and retain customers
• We focus on measurable program execution

Benefits:

• Get the card activated from the “drawer to the wallet”
• Make new card holders feel valued with personalized communications and offers
• Stimulate card usage
• Build lasting relationships while achieving strategic goals
• Multiply your value over time
• Add a new dimension to any customer engagement

Business Impact:

Our reporting and performance management structure ensures that you have accountable program execution. In addition to tracking internal program metrics, such as contact rate, average handle time and quality, we take a deep dive approach with metrics that show how your onboarding program adds value to your bottom line. Value-add success indicators include:

• Card activation gains
• Utilization gains
• Frequency (increased number of transactions)
• Balance build
• High transaction purchasing
• Client retention (after 90 days)