Optimizing Efficiency: Best Practices for Contact Center Solutions for Financial Institutions

by with No Comment Call Center SolutionsComplaints Management ModuleContact Center AutomationContact Center SolutionsMarketingsales force automationSmall Business

A banking and finance contact center is a specialized customer service center operated by banks, microfinance bank, financial institutions, brokerage film, Investment company, credit union or related organizations to handle customer inquiries, transactions, and support requests.

Banking and financial services is one such industry that depends on trust, reliability, and most importantly security of customer data. A contact center software for financial services that helps sync customer data across channels in real-time with an omnichannel approach ensures secure and uninterrupted services. Contact Center solution allows financial institutions to offer self-service options for basic tasks like account information, transaction details, complaint lodging, etc.

These contact center play a crucial role in ensuring a positive customer experience and maintaining the trust and confidence of clients in the financial industry.

Contact Center helps financial institutions to stay sustainable and profitable leveraging Omnichannel features to efficiently handle customers’ queries across all platforms and provides a smooth customer experience.

Today’s customers choose to work with financial institutions that are available across all platforms to receive customer enquiries and deliver fast and satisfactory customer service. Our Contact Center solution is secure, confidential, stable, and perfect choice for every bank and other financial institutions to meet the ever-growing expectations of financial services customers, boosting agent efficiency. This financial contact center software helps companies to provide unified communication across all channels with a personalized approach to make customers feel more valued. Some of the key benefits include:

  • Omnichannel Platform
  • Intelligent Call Routing
  • Auto Dialers
  • Single Tenant and Multi-Tenant
  • Cloud-Delivered and On-Premise
  • WFH and Hybrid Work
  • Enterprise-grade Security
  • Call Recording Encryption
  • Smooth Integration with CRM Applications
  • Reporting & Dashboards for Data-driven Insights

SGSL Outsourcing Services

Significance of Contact Center

  1. Customer Support: The primary function of a banking and finance contact center is to provide customer support. This includes addressing customer inquiries, resolving issues, and helping with various financial products and services across all channel.
  2. Account Management: Contact center agents are often responsible for helping customers manage their accounts. This can involve tasks such as balance inquiries, account updates, and assisting with account-related activities like fund transfers and bill payments.
  3. Fraud Prevention and Security: Ensuring the security of customers’ financial information is paramount. Contact center agents are trained to recognize and respond to potentially fraudulent activities, including unauthorized account access or suspicious transactions.
  4. Product and Service Information: Customers often call contact center to inquire about new products, services, or promotions offered by the bank or financial institution. Agents provide information and guidance to help customers make informed decisions.
  5. Loan and Mortgage Assistance: For banks offering lending services, contact center agents can assist customers with loan and mortgage inquiries, applications, and payment-related questions.
  6. Investment Services: In some cases, banking and finance contact center may also handle inquiries related to investment products, including stocks, bonds, and mutual funds. Agents can provide information and support for these financial services.
  7. Online and Mobile Banking Support: Many customers seek assistance with online and mobile banking platforms. Contact center agents can help users navigate these digital tools, troubleshoot issues, and provide guidance on online security.
  8. Regulatory Compliance: Banks and financial institutions must adhere to strict regulatory standards. Contact center agents are often trained to ensure compliance with laws and regulations governing the financial industry, such as Know Your Customer (KYC) and Anti-Money Laundering (AML) requirements.
  9. Multichannel Support: Customers can reach out to banking and finance contact center through various channels, including phone, email, chat, and sometimes even social media. Agents are equipped to handle inquiries across these different communication channels.
  10. 10. 24/7 Availability: Many banking and finance contact center operate 24/7 to ensure that customers can access support at any time, especially for urgent matters.

Overall, a banking and finance contact center is an integral part of the financial industry, serving as a central hub for customer interactions and support. It plays a critical role in maintaining customer satisfaction and trust, which are essential for the success of financial institutions.

5 REASONS TO EMBRACE VIDEO BANKING SOLUTIONS

by with No Comment Digital MarketingEntrepreneurshipVideo Banking Solutions

5 REASONS TO EMBRACE VIDEO BANKING SOLUTIONS

The significant of technology advancement is not limited to digital marketing alone, in fact, there is absolutely nothing that could be absconded from the wave of this present age technology. In this new age, individual can perform a lot of requirements at their corridor including trading and banking transactions.

Gone are the days when you need to be physically present at a statutory point like banking hall to get some things done. Now, with just an access to the internet you’re close to the conclusion of the deal.

We have witnessed series of technology evolution in the financial institution, including the invention of Automated Teller Machine (ATM) a technology that transform banking process a bit with the provision of access to customers to withdraw their money, transfer money and pay some certain bills as well. In other to reduce the queue at the ATM Standpoints, and entrench customers satisfaction, CODE was also introduced to perform certain operations like money transfer, checking of balance, payment of bills etc.

In recent time, Point of Sales has been the trend in the banking sector, a provision that takes banking to the neighborhood with a benefit of depositing cash to your account with other banking operations.
However, as good and beautiful all these innovations are, they are still missing one importance service to ensue customers maximum satisfaction which is easy communication and process flow.

Video Banking is now a multichannel banking solution, they help financial institutions to keep their customers closer to their bank by receiving and processing the enquiries that may ordinarily required the physical presence of their staff and the customers for final resolutions.

Video Banking is good it has a bulk of features to ensure your customers satisfaction anywhere in the world without their physical. Here are few major reasons you should consider exploring Video Banking Solutions.

1. Increase Customers’ satisfaction: Some banking services require one-on-one support. It will be so consoling when there are varieties of alternatives to achieve a banking requirement without a face-to-face intervention. This service provides the ease, expertise, and convenience that many customers anticipating while differentiating your institution from the rest in the financial institution.

2. Increase your Staff Efficiency: By integrating video banking solutions with existing tools, staff workflows are streamlined, and labor costs are kept in check. This will promote staff specialty and expertise unlike when your staff have to attend to a long a queue.

3. Increase Branch Sales: With an effective video banking solution in place, Customers’ satisfaction is maximumly guaranteed and when that is in place, you’re sure of more returns of your investment.

4. Increase Security: Controlling how to handle confidentiality, integrity, and availability of information, protects your business from cyber-security threats – critical in today’s digital world.

5. Boost Brand Reputation and Positioning: this is a singular value that consumes fortunes to achieves in this competitive financial institution but it comes as a plus with Video Banking. How? Because every individual appreciates and talks about what brings them comfort and satisfaction.

Once again, Video Banking Solution is our financial technology solution that aids deposit of money to banks accounts, offer convenient banking to your customers irrespective of their location or channel. It is a comfortable and interactive video support channel for your banking customers who use your online Banking channels like your Website, Mobile App, ATMs and the Contact center. This will help improve your Relationship management with your customers locally and in diaspora at no cost to them. Our Solution provides a Video Banking platform with fluid service through customer’s device of choice anywhere, anytime.
Are you set to explore all the feature of this awesome solution Video Banking? Request for a demo here: https://scimitargsl.com/solutions/video-banking-solution/

5 Guidelines for a Successful Email Marketing

by with No Comment Customer Flow ManagementDigital MarketingMarketingUncategorized

5 WAYS FOR A SUCCESSFUL EMAIL CAMPAIGN

Obviously, technology has advanced the marketing strategies globally. With an access to the relevant applications, an entrepreneur can easily project their products or services to prospective customers outside their region effortlessly.

Since internet has transform the world to a global village; electronic marketing has taken the lead over conventional and traditionally marketing. The invention of social media platforms, websites, email marketing bridge the wide gaps between business owners and their customers. With any of these, you can easily sell your services and products to any of your leads. Businesses are thriving online; in fact, some business relay on the power of internet for their success story.

Email marketing is an act of sending sales message about a product or service to prospective buyers. This act takes your business beyond your physical location, passerby, loyal customers to the screen of your target audience. However, there are rules that guides email marketing; for you to keep enjoying a successful email marketing or campaign, we present to you some of the tips that we will help you.

1. Do not use deceptive email addresses, names, domain names or subject lines to mislead the recipient. Be truthful and honest.
2. If sending an email to an individual who has not given prior consent to receive marketing communications from your company, you must identify the message as an ad
3. If the message contains adult content or explicit imagery, this must be specified clearly in the subject line of the email
4. Include a physical street address within the content of all marketing emails
5. Provide consumers with a conspicuous and straightforward way to unsubscribe from marketing emails. Fulfill unsubscribe requests within 10 days.

With a strict adherence to the above tips, you are a step forward to execute a successful email campaign for your business.

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A CRM is the first step towards becoming a customer-centric company.

by with No Comment Call Center SolutionsContact Center SolutionsMicrosoft Modern Business SolutionsVideo Engagements and Conferencing Solution

What is a customer-centric company? Have you tried to speak with any of our Telco’s or Banks  either by telephone or walk in into their branches for a complaint or inquiry and the line drops or you finish the call or visit and on calling back to follow up later when your issue has not been resolved. You had to repeat your story all over again to the same person or another?  That Service provider does not have a robust CRM and not a customer-centric company!

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How to Manage High Customer Flow In Your Service Centers And Branches

by with 2 Comments Customer Flow ManagementCustomer Flow Management

A robust Queue management solution for Financial Services , Health Services Telecoms Service and Super markets and Malls. It can also be used for just appointment setting, where before arriving at the site, customers do not know how many people will be in line and, when they arrive, they may not know which service would best suit their needs. With our Queue management Solution, customers can take their turn sooner by scheduling an appointment online or generating a virtual ticket. Arriving at the site, taking a turn is also a simple and straightforward process.

They can used their Phones, Tablet or their computers to take a turn sooner and get alert when it is their turn.

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Contact Center As A Service. An Affordable Lease Service Option From Scimitar Global Services Limited(SGSL)

by with No Comment Call Center SolutionsComplaints Management ModuleContact Center AutomationContact Center SolutionsCRMMicrosoft Dynamics 365Microsoft Modern Business SolutionsOffice 365

Do you need a standard contact center solution and worried about the high cost of implementing one for your organization with all the nice features without breaking the bank? Are you still using PBX and GSM phones and boxes as a Contact center solution ?

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Do you want first Call Resolution at your call centers so that your customers do not have to always repeat their complaints from the start to new agents every time they call your business?

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CRM Landing Page

Do you want an Omnichannel solution that can record and track all the interactions of your customers for faster complaints resolution?  Do you want to automatically connect with your back office team that supports your customer facing teams for quick service delivery? How about historical data and reports with business insights about the voice of your customers and their interactions?

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 Case Management Dashboard

Scimitar Global Services Limited (SGSL) has some good news for you, no more Dead on Arrival Budget Presentation as you can now a case with our Contact center as a Services offering; A Cloud and an OPEX model for mid-markets that gives you all the features of a robust contact center at reduce cost.  All you need to worry is one your internet requirement and how to use and maximize it, which of course you will be trained to do so.

So sign up for our Contact center lease Service to own your Contact center with all the whistles and bells; without breaking the bank due huge investment in implementing your own contact center solution

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Drop your details here so that our solution consultants can connect with you for a best fit analysis and solution. You will be live in 3 weeks all things being equal within our terms and conditions.

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How To Simplify Your Business Processes From Quotation To cash Without Switching Applications. #Microsoft Dynamics 365!

by with No Comment Complaints Management ModuleContact Center AutomationCRMDigital MarketingMicrosoft Modern Business Solutionssales force automationSmall BusinessSocial Media Engagement

Contact us to show you how easy it is to simplify your business processes when you can go from quote to cash without switching applications. Set up customers or vendors, create quotes, process orders, and submit invoices without leaving your inbox.

Vidyo home

Add Video to your contact center engagement and relationship management channels at no cost to your customers!

by with No Comment UncategorizedVideo Engagements and Conferencing Solution

 

Would you consider adding Video to your contact center engagement and relationship management at no cost to your customer?

Would you want to add a personal touch to relationship management and contact center operations to elevate customer-agent/relationship officer & manager’s interaction at no cost to the customer?

Have you considered that with the trends and advent of budding cashless market, digital and omni-channel service delivery season that some customers may be more comfortable with a face to face alternative without visiting your branch or store or office location?

Vidyo home

If Yes, Scimitar Global Services Limited (SGSL) in partnership with our OEM partners is offering a reliable and easy to use video engagement solution both enterprises, mid-market businesses as an additional channel to customer engagement. This adds a human face to the calls and chats!  and we believe it will benefit all even our fellow citizens in diaspora who may need to access products and services  like financial , retail , legal etc

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Video engagement provides a personal touch to relationship management and contact center operations to elevate customer/agent/relation manager’s interaction. With communications and understanding improved through the use of video, agents and relationship managers can resolve tickets quicker, increase net promoter score and effectively meet other KPIs. The ability to share desktop applications from both sides of the conversation improves up-sell opportunities, all while delivering an added level of collaboration to high value customer and agent interactions. It transitions a voice, chat, and webpage interaction into a true Omni channel experiences at no cost to the end customer.

This experience is easily accessible from one of the following scenarios: webchat escalation of video, voice escalation to video, and click to video chat from webpage or mobile applications. Unlike other solutions, our delivers a high quality end user experience, regardless of available bandwidth. Providing content sharing, and the options to begin a video chat directly on a webpage without downloads or plugins, including multiparty video conferencing.

We now believe that a lot of consumers prefer self-service and can even pick up their phones and call their account managers, but when they need assistance, seeing and dealing with a person face-to face is best especially when the person is not within reach. Facial expressions and body language increase understanding to move quickly through a Simple sales process, and video conferencing is the most efficient way to achieve this goal.

Our video based customer engagement solution is designed  to service e clients and manage interactions  directly over video, thereby

  • improving net promoter scores
  • will Improve customer satisfaction,
  • increase revenue, and
  • reduce customer churn with high quality video Benefits

Vidyo helps agents, relationship officers and managers do their jobs better. Service organizations are able to add personal touches to high value requester and as fulfillers are able to escalate to video straight from contact center portal and other different forms with single click. This results in quicker first call resolution times, from visual trouble shooting and improved understanding through video. Plus the ability to multiparty video chat with an expert increases accuracy of calls, and streamlines issue mitigation.

With a Video enabled contact center agents can support customers with a “See What I See” experiences for field service technicians or home consumers using network resilient video from smart phones, smart glasses and tablets. The agent will see the Video call displayed in the familiar application and will be able to easily manage the video interaction, while also maintaining cases and incidents on Video-based interactions.

Vidyo banking 2

The results of video-enabled field services are numerous:

  • a visual connection develops deeper customer relationships,
  • drives higher First Call Resolution rates (FCR),
  • reduce Average Handling Time (AHT),
  • increases operational efficiency and
  • provides a tangible competitive edge.

Thanks to a Vidyo’s API integration, it is now possible for Video enabled contact centers, help desks portals and other applications to leverage market leading solutions and value-added services.  Video calls will be seamlessly integrated into the audio recording system, allowing the same monitoring, training and analysis applied to other communication channels to be applied to video engagement.

So if you are interested in adding video to your customer engagement. Kindly drop your details here  and schedule  demo with our team in Lagos , Nigeria.

Also get connected with our Social media pages. Kindly Like and share, follow and Re-tweet our posts.  You stand a chance to win a mobile phone. Thank you

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Smart message

Interact with customers where they spend their time! #CHATBOT

by with No Comment Uncategorized

Smart message

Have you heard of Chatbots?  I guess yes! On the flip side, you may have interacted with one without knowing as a lot of businesses have started taking their messaging to another level with Chatbots. Facebook, Microsoft and some e-commerce businesses have chatbots interacting with you everyday as customer representatives powered by Artificial intelligence.

The benefits of Chatbots to businesses are lots, from enhancing service by supporting customers interaction like we would with humans to payments collections from all channels. They are also cheaper and more efficient. Chatbots has been tipped to revolutionize conversational commerce in the nearest future and we are encouraging businesses to consider leveraging them as part of their wider business strategy.

According to Wikipedia.com: “A chatbot (also known as a talkbot, chatterbot, Bot, chatterbox, Artificial Conversational Entity) is a computer program which conducts a conversation via auditory or textual methods. Such programs are often designed to convincingly simulate how a human would behave as a conversational partner, thereby passing the Turing test. Chatterbots are typically used in dialog systems for various practical purposes including customer service or information acquisition.

CHATBOTS hand pix.pptxSome chatterbots use sophisticated natural language processing systems, but many simpler systems scan for keywords within the input, then pull a reply with the most matching keywords, or the most similar wording pattern, from a database.”

“Chatbots are here and their impact on the business landscape is prominently visible. The technical challenges to build a bot and deploy it have been overcome already and the focus has now shifted towards the bot’s behavior.  Chatbots need to function on a higher level than simply providing information to users or customers.  For this, the chatbot needs to project a personality that has all of the endearing and personal qualities of a real person to provide an engaging experience for users”  Says- (Abhay Vohra Program Manager, Experience Design Net Solutions)

Wikipedia confirms further that ” Currently chatbots are widely used as part of instant messaging platforms like Facebook Messenger, WeChat, and Kik for entertaining purposes as well as B2C marketing and customer service. Companies like Pizza Hut, Disney, Yamato’s Line and Whole Foods have launched their own chatbots to increase end customer engagement, promote their products and services, and give their customers a more convenient and easier way to order from them.”  See insert pitches by technology leaders about Chat bots and the future!

Microsoft boss CHATBOTSFacebook boss CHATBOTS

Scimitar Global Services Limited (SGSL) in partnership with ODC is introducing its “CHATBOT” as a new member in your sales , marketing and customer service teams. Chatbot is one of the omnichannels features of our SmartMessage Marketing Platform which is our all-in-one platform to orchestrate your digital marketing activities for your business.  SGSL SmartMessageMarketingPlatform_CHATBOTS

SmartMessage is an omni-channel marketing platform and campaign management tool designed to make companies connect with their target clients through e-mail, SMS, MMS, Social Media, Push Notification, IVN (text to speech), OTTs (Telegram, Messenger, Whatsapp etc) and other available channels; for sales and Marketing activities and also create customer loyalty through quality customer service.

SM platform

Through its flexible substructure, SmartMessage enables management of any of campaigns to be carried out via entire alternative distribution and sales channels such as call center, web and kiosk, by integration made thereon.

shift to CHATBOTS.jpg Our SmartMessage solution integrates with third-party applications like Dynamics 365  and other CRM solutions as well as social to give you a 360 degree view of your  activities via reliable historical reports on devices of choice.

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So book a demo today for our  SmartMessage Marketing Platform – Omnichannel platform (email,sms,push,social media,chatbots).  Kindly drop your details so that we can connect with you immediately.

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