Customer Contact Center

Deliver a faster and intelligent customer experience with our Omni channel Contact Center Solution

Our contact center delivers unparalleled customer experience driven by
intelligent business process management, skilled professionals, and customizable Omni channel services.

We help financial service institutions achieve:

  • Enhanced customer experience
  • Quicker support
  • Improved bottom-line

We support clients across multiple geographies and industries with state-of-the-art infrastructure across global locations including in the Philippines. Our easy to implement solution can work with all client systems.

Our contact center expertise includes:

Dispute Resolution:

  • Inbound calls for dispute intake and resolution
  • Back Office Processing: Credit & debit card dispute processing, PIN/ signature disputes and card fraud & non-fraud disputes

Business to Business

  • Lender placed insurance tracking- Outbound Calls
  • Property tax research- Outbound Calls

Client Services

  • Retail Banking, bank cards/credit cards- Inbound calls – Balance and fund transfer, card replacement, block cards, lost & stolen
  • Demand Deposit Account: Checking and Savings account, debit cards, online account, bill pay and mobile deposits.

Self-Care Channels

  • Email/Chat Support: Consumer contact center, business account maintenance and centralized request management, legal operations and branch support, mortgage lo and processor communication
  • Social Media: Monitoring of social media interactions

Collections

  • Early and Mid-Stage Collections: Outbound and Inbound calling, chat and predictive calling
  • Back Office Support: Collection agency call monitoring
  • Skip Tracking: Manual outbound calling
  • Telephone Consumer Protection Act: Auto and manual dialling
  • Collection Strategy Consulting

Business Impact Delivered:

  • 35% savings and enhanced customer satisfaction for a centralized commercial banking support center
  • 12% improvement in first call resolution to minimize false placement of lender placed insurance
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