Contact Center Solutions for Banking Industry

The Banking industry is not only vast but also extremely dynamic. Not only does each department in this industry have vastly different processes based on their respective roles and responsibilities but are also constantly evolving to satisfy the ever growing needs of their vast customer base. A never ending change on such a massive scale is sure to put a stress on the resources and efficiency of any bank. It is also likely to get more complex when the target geographical area is very large and in turn can be detrimental to the response time  for customer queries, the maintenance of the products and services of the bank and increase the cost involved in acquiring new customers.

Owing to the increasing number of ‘delinquent’ & ‘no pay’ customers, debt collection has become a critical issue for banks. Banks or their collection agencies need to ensure that debts owed to them are collected in time. In today’s prevailing competitive business & economic environment, automation of debt collection is critical to safeguard long-term financial stability and growth.

With the InterDialog Unified  Contact Centre Suite by Teckinfo, combating these challenges can be easy. Tailored specifically to suit the demands of the Banking industry, the InterDialog UCCS has customized forms and workflows to take care of the collections or tele-sale processes of the bank. These processes can range from sale of Personal Loans, Mutual Funds, FDs, etc. and also the sale of Credit Cards starting from Cold Calling, Co-brand calling and other value added products of Credit Cards.

InterDialogUCCS has been tweaked to take care of telemarketing products like various different types of loans such as Personal, Housing, Vehicle, etc. It also handles the sale of Mutual Funds, FDs to existing customers and oversees one of the most important processes for the banks, the sale of Credit Cards to the Open Market and co-brand customers. The InterDialogUCCS also takes care of most of the Welcome and Customer Retention Processes, like the Welcome call made to new customers. It also takes care of easing several transactions, such as balance transfer, FlexiPay, Easybill, which were earlier manual and gargantuan tasks.

The InterDialogUCCS has a massive repository where customer information is collected via calls and IVR inputs, stored and can be easily retrieved on the click of a mouse. This data is used for analysis that helps in Lead Management for high success rate of campaigns. It helps in verifications in times of dispute or when security of transaction is of utmost importance. Data is also stored by tracking the number of calls and the productivity of agents, thus helping calculate the average talk time, wrap up time, etc. used by each agent.

With our intelligent automated dialer, banks are able to up the effective talk time of collection agents by managing the connectivity errors like  busy tone,answering machine, dropped calls etc. With the help of advance features of InterDialog Dialer, the collection rate goes up by 200%
Apart from providing higher level of authentication and security, InterDialogUCCS is also tuned to provide easy-to-use financial services that are available round-the-clock and are executed in a safe and prompt manner.

Written by: Sandeep Dhoundiyal, Teckinfo Solutions Pvt. Ltd.

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