Upcoming events
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Customer Experience Management in Telecoms
Feb 14 - Feb 16, 2012
Event Details
Miami, Florida
Financial Services BPO: Customer Care & Contact Centers
Challenges abound in today’s financial services marketplace. Customer loyalty is declining. Price transparency is increasing. Acquiring, retaining and satisfying customers is becoming harder and harder. Financial services firms are looking for solutions to address the customer experience challenge – for ways to grow customer wallet share, retain customers and acquire new customers.
Whether you’re a bank, credit union, insurance provider, asset manager, credit agency, payment processor, or provide corporate financing, we offer a range of contact center solutions that deliver professional, friendly and efficient service aimed at maximizing customer experience. Using voice, email, web or chat channels, our customer care services include:
- General inquiries
- Billing inquiries
- Balance inquiries
- Transaction inquiries
- Payment processing
- Card verification and right party contact services
- Account activation/status
- Reporting of lost or stolen cards
- Card reissue/replacement
- Fee reversals
- Statement requests
- Product information
- New card applications
Client snapshot:
Take the experience of a top provider of prepaid card solutions. The company was looking for ways to boost customer responsiveness and increase sales by improving its credit card application process. Its pass rates were mediocre – never above 75%, meaning that more than 25% of credit card applications were declined. TELUS International is now the exclusive outsourcer for the client’s prepaid debit card programs, handling an average of 100,000 calls per month providing complex customer care including billing inquiries, account activation/status, applications order taking and disputes handling. By contacting applicants to improve information accuracy, TELUS International increased the average pass rate to 85%.
