Challenges

  • Needed a contact center platform to handle customer queries and significantly reduce manual interventions
  • Lack of access controls to view customer information from CBS for query resolution
  • Difficulty to support first and second levels of service request resolution
  • Marketing campaign management platform for lead generation

 

Solutions

  • Single platform to handle customer queries: Manage queries from phone, email , letter or branch walk-in
  • Service request category based issue distribution: Service requests or requirements are assigned based on the request category
  • Single window access to CBS customer info: Integration with Flexcube to view customer details only for respective customer queries
  • Campaign execution flow: Ability to create content and define business workflow for Campaign Execution

Results

  • Centre handles about 5000 – 6000 calls per day : Team expanded from 15 agents to about 85 agents
  • Provide consistent customer experience : Enquiries captured through various channels are tracked to resolution using single platform
  • Lead tracking and faster closure : Bank has control to define SLA’s and escalation matrix based on the nature of the leads
  • Increase in agent productivity : Agents can access information from CBS related to Balance inquiry, check book status, Standing instruction, Statement request, etc.