Unlock value with technology shifts in digital collections
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Unlock value with technology shifts in digital collections
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Getting ready for the call deluge when Strong Customer Authentication hits customers
Strong Customer Authentication (SCA) means hard work for European banks looking to ensure compliance from day one. Come September, it’s going to mean some hard work for customers too. People are used to making online purchases quickly and easily, and suddenly they’ll be forced to go through additional authentication steps.
A leading retail bank tackles the challenge of highly variable call volume
Business challenge The retail bank operated several contact centers to service its core retail customer base. This covered standard telephone banking activity such as managing account enquiries, assisting with money transfers, setting up or canceling direct debits, handling complaints and so on. Managing fluctuating call volume was an ongoing challenge
Motor and household insurer finds a way to staff evening and weekend shifts without relying on in-house teams
Business challenge Managing shifts, particularly finding people to work evenings and weekends, was a major challenge for the motor and household insurance company. The operating hours for its contact center were 8.00 am to 8:15 pm during the week with shorter hours over the weekends. But the insurer’s main contact
Two steps to success: why financial services companies need to master the customer journey
Financial services companies are under more pressure than ever before to both defend and gain market share, and with so many businesses in the sector citing ‘customer experience’ as a key focus, or USP in order to win customers, it’s more important than ever that we know exactly what that
Harnessing omnichannel presence for the ideal customer service strategy
The shift in channels for consumer engagement and communication has become more pronounced than ever. Digital disruption is changing the way people communicate in their personal lives. Messaging tools like WhatsApp, Viber, Facebook messenger etc. have been growing in popularity among millennials. Brands are catering to this consumer communication channel
Omnichannel engagement: The key to better mortgage experiences
Customer expectations in the mortgage industry are higher than ever. Today’s savvy consumers are no longer chained to one device or limited to a single channel. They frequently switch between voice, email, chat, and social, and expect lenders to seamlessly meet their needs across channels and touchpoints. The cost of
A leading UK communications company increases website conversions by 250%
Background NOW TV is a leading UK-based telecommunications player that provides no-contract subscription internet television, broadband internet, and landline telephone services. Since its launch in 2012, NOW TV has changed the way UK viewers watch the latest movies, TV series and exclusive live sports through pay TV. Today, 4% of
UK-based not-for-profit body partners with Firstsource, eliminates 30-month claims backlog
Background The client is a not-for-profit independent body in the UK that protects consumers in the event of failure of financial services firms in the country. Some of the protections it offers cover deposits, investment business, home finance, and insurance policies and broking. The client approached Firstsource to help overhaul
Travel musings: How to manage the seasonal spike in customer experience
The summer spike is a key time to both retain old customers and gain new ones – so it’s important that travel companies do all they can to make that all important summer holiday as smooth and seamless as possible.
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