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.

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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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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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Video Banking : The next chapter in Bank’s digital transformation! Ain’t we lagging behind as usual?

by with No Comment UncategorizedVideo Engagements and Conferencing Solution

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“ In Q1 2016, Efma, a not-for-profit association of 3,300 retail financial services companies in more than 130 countries, and Vidyo, a leading visual collaboration provider Vidyo conducted a series of Think Tank meetings to understand the role that video banking plays in the digital transformation of banks. Sixty-three banking professionals from 24 countries participated in the meetings.
Additional quantitative data was collected regarding attitudes toward video banking via an online survey that was conducted in Q1 2016.Respondents included 136 bankers from 52 countries. This report consolidates the outcomes of these two activities and integrates primary information gathered from Vidyo’s experience in implementing video banking systems with banks around the globe.

The results of our survey strongly suggest that video bank solutions would be a welcome addition to existing options, with 93 percent of survey participants responding that they felt video banking would have a “Positive” or “Strongly Positive” impact on customer satisfaction.

This indication of consumer enthusiasm and high level of interest in video banking makes perfect sense considering how today’s free video conferencing apps such as Google Hangouts, Skype and Facetime are being embraced by the general public as a trusted and effective means of communication. The time is now for the widespread adoption of video banking…..” culled from a publication from Vidyo and Efma.

Bringing it back home they also stated that  “When customers and bank staff engage in banking transactions or consultations through remote video collaboration sessions, there seems to be an obvious solution as it offers more convenience to customers, since they can make their transactions from the comfort of their homes instead of traveling to the bank.

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A choice not available for non-resident Nigerians and like they rightly pointed based on the trends and adoption , the time is now! Providing live online video interaction to your customers enriches the customer journey and builds trust and brand loyalty. Using the VidyoWorks API’s and contact center reference design, We can video enable your high value client services in as little as a few weeks, without in-house video technology expertise. Ease of use and convenience flatten the adoption curve.
Employees are quickly proficient and there’s no intimidation factor for clients to interact over video. They simply click, join and have highly personal and effective interactions with your organization’s customer care professionals.

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Video banking enables new and valuable engagement opportunities, such as the ability to include people who would not be able to attend in-person meetings, like remote subject matter experts or customer family members.

Verifiable Banking references according to the publication by Vidyo:  put Video Banking as the next best thing in Banking. Please read on:

“One successful early adopter of online video banking is IndusInd Bank, one of the fastest growing next-generation private sector banks in India. Induslnd launched their Video Branch service in June 2014, and made it available to their customers via desktop and mobile devices.
IndusInd Bank customers are now able to connect with their branch manager, relationship manager or with a centralized video branch executive. Patrons of the bank who are not residents of India are also able to experience this personalized video banking service from outside the country.

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“Our Video Branch ‘face-to-face’ online banking customer service, powered by Vidyo, is the next frontier of banking and brings our branch managers and centralized banking services closer to our customers with highly personal interaction. VidyoWorksTM is the only solution that could deliver on the promise of high quality connectivity from any location, on any device over any network and we are pleased to offer this very high-quality, easy to use service to our customers.”…….. Romesh Sobt (Managing Director and CEO,IndusInd Bank).

The offering encompasses all banking services that had previously been only available via IndusInd Bank Phone Banking. Additionally, Bank customers can choose to make other kinds of financial transactions such as opting for fixed deposits or recurring deposits, or transferring funds through NEFT and RTGS.
The Induslnd Bank launch was supported by an extensive nationwide advertising campaign and the new service is now positioned as a key innovation, creating a competitive advantage for the bank. Since the launch, IndusInd had seen a
massive ramp-up of the service and by mid-2015 the system was supporting 1,000 daily video calls and experiencing higher than 65 percent repeat usage.

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Also see the extract on another Video banking reference : “Barclays Bank. To provide a new, secure, video-based service so that their customers could engage in banking activities wherever and whenever, Barclays Retail Bank launched its Video Anywhere service in the U.K. in December 2014. Today, in addition to the availability of bank representatives in a growing number of Barclays branches, the 24/7 service offers customers to speak to a video banker that can be accessed via smartphone, tablet or computer at a time and place convenient to them. At Barclays, video banking has become a powerful tool in deepening relationships with Clients and Customer; allowing multiple video bankers to be in one place enabling quick and easy sharing of best practice whilst also providing workforce flexibility without the constraints of the traditional Retail Network operating times.
The Barclays Video Anywhere service, initially offered only to Barclays Premier customers, will soon be available to the broader Barclays customer base. The phased roll out over the next 6 months targeting specific customer profiles such as frequent retail network users, digitally savvy but nervous adopters and
customers with accessibility requirements”.

Simon Separghan, Director of Global Contact Centres & Omni Channels of Barclays Retail Bank was also quoted in this report that “Customers continue to demand human touch and empathy and there is significant benefit to provide not only a voice, but a face of Barclays. The majority of our customers who experienced video banking now demand that their future servicing activity takes place via a video interaction. And If I take a like-for-like servicing request via traditional telephony vs. video banking, the NPS is almost double. It has incredible value for us as an organization.”

Scimitar Global Services Limited (SGSL) in partnership with Vidyo and Granteq is offering  Video Banking solution to Banks in Nigeria and all players in the financial services industry to leverage this technology to add a face to face interaction in addition to the existing channels to maintain customer loyalty, trust and satisfaction which all assures revenue.  So feel free to contact us immediately for a demo and next steps. Our Business consultants will be very glad to come and and show the benefits of Video engagement in Banking. We strongly believe that adding video will reduce fraud.

Please drop your details below:

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Credit to Efma_Vidyo_Banking _Report

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Improve the average dialing and handling time(AHT) of your contact center agents’ with our Predictive Dialer (PD).

by with No Comment Call Center SolutionsContact Center AutomationContact Center SolutionsCRM

Request for our Predictive Dialer solution that automates outbound calling procedure while managing multiple campaigns and leads. With our predictive dialer, the productivity of any contact center can be increased by more than 300% over manual dialing. Ameyo Predictive dialer from SGSL is a smart communication device that can detect answering machines, SIT tones, and busy tones; eliminate dialing, redialing and response time, and forward only the live connected calls to the customer service agent. This helps minimize agent idle time and thus garner optimal efficiency from the business resources.