Sub Industry: Retail Banking

Lenders Checklist: Servicing capabilities for BBLS and CBILS accounts

Coronavirus business loans, known as BBLs and CBILS, are different to run-of-the-mill commercial loans. In our blog The call for a new approach to CBILS and BBLS account servicing, we outline why servicing these loans poses unique challenges for lenders. And how to tackle these with an approach rooted in

A top-5 US bank harnesses Firstsource’s distributed work model to deploy remote automation

Leveraging its remote implementation methodology, Firstsource automated the bank’s Risk Management Quality Assurance processes, increasing capacity for QA testing by 1200% and reducing processing time by 90%. The client One of the largest banks in the US providing banking, investment, mortgage, trust, and payment services products to individuals, businesses, governmental

A leading retail bank tackles the challenge of highly variable call volume

Business challenge The retail bank operated several call centres 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 cancelling direct debits, handling complaints and so on. Managing fluctuating call volume was an ongoing challenge

Top UK bank stays ahead of omni-channel demands with customer intelligence

Background The client is a leading UK bank founded over 170 years ago. With a base of over 15 million customers, the bank is the world’s largest mutual financial institution, the UK’s second largest mortgage provider, and one of UK’s largest savings providers. Business challenge The client offered multiple customer

A delicate balancing act: how to digitalise your customer service

In the face of fresh-faced fintechs, it’s essential that banks are doing all they can do to digitise their services and provide a truly competitive offer to challenger brands. So, what must banks bear in mind when looking to digitally transform their customer service?

Customer experience: marketing’s new battleground

If brands are to stake their claims on customer loyalty – and attract more consumers through excellent customer service – it is vital that they understand who has responsibility for delivering second to none customer experiences.

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