Financial Institutions (BFSI) - Call Center Solution
With advancement in technology, customers today want to conduct all their banking transactions whenever, wherever and however they want. Financial institutions are faced with a challenge of delivering excellent service options and a remarkable customer experience – all the while keeping their operating costs down and profits soaring.
In their endeavour to offer consistent & superior customer service, Banks / Financial Services Companies / Fintech Companies need call center solution for financial institutions that support interactive query resolution and assisted transaction are the need of the hour.
On the other side to minimize losses, Banks / Financial Services Companies / Fintech Companies need to contact their customers proactively for recovery of both secured and non-secured debts (Credit Card’s; Loans etc.) To effectively engage with customers and ensure that unwarranted calls are not made to valued customers, are some of the challenges financial institutions have to fight with.
Also they need to work towards effectively translating every lead / opportunity into a business sale or customer.
ID-Cloud, A Premium Financial Services Contact Center Software is designed to minimize your risks and maximize your efficiency w.r.t. customer service, collections & empower your organization with increased business growth.
Key Capabilities of Call Center Solution for Financial Services/ Banks/ Fintech Companies
- True Omni-channel contact center solution; supports all digital channels, like voice, video, text messaging, mobile apps and social media and many more
- Agent can connect with customers on any channel of communication
- Unified Agent View makes the Agent Desktop decluttered & puts actionable customer data at agents’ fingertips
- Customized multi-level IVR / self-service voice bots to answer simple status inquiries
- Artificial intelligence (AI) tools viz: intelligent routing, Self-Service Voice bots, Website Chatbot / WhatsApp Chatbot
- Calling back Customer who fill up website forms boost digital marketing campaigns
- Missed calls & Messaging services provides customers access to information viz: bank balance, mini statement, check book request, e-statement, customer service feedback, etc.
- Video Calling to conduct KYC process remotely
- OBD / AOD Voice Broadcasting to efficiently manage appointment setting, EMI reminders, debt collections, payment reminders, conduct awareness campaigns about fraudulent activities, customer feedback surveys
Key Benefits of Contact Center Solution for Financial Institutions (BFSI)
- Communicate with customers via their preferred channel & manage support tickets across all channels
- Give support & sales teams access to up-to-date customer data when interacting with customers
- Greater Flexibility with better tools to enable communications & reporting in real time and from anywhere
- Fast & timely renewal reminders with automated calls and messaging options
- 24 x 7 reliable, secure, high-quality services, even without in-person interactionshelp resolve customer issues faster
- Personalized & effective interaction promotes Customer Retention for future business&a worthwhile experience to the customer
- Cost savings in equipment and ongoing costs as cloud-based services are subscription-based
- Moderated operational cost, enhanced efficiency drive increased revenue/ bottom line
- Improved ROI through innovative omni- channel features and an advanced integration ecosystem with 3rd party applications / CRM applications
- Easy Scalable, Modular & Reliable to meet growing customer demands