Finance: Customer Support13 May 2018
Pharma: Outbound, inbound & SMS13 May 2018
Industy: Banking & Finance;
International company from the banking&finance, leasing and automotive insurance industries;
The company has more than 45 years experience in the field and a 23.533 billions of euro turnover in 2015;
Our partner currently has a ~100 millions clients worldwide.
Our partnership started in 2017, having as main objective creating a stable and professional contact center workstation to benefit the Romanian clients;
The initial collaboration consisted in taking over our client’s surplus activity, followed by outsourcing to Valoris 95% of the operational activity of the department, as a result of our company’s experience in the field and thanks to the development of new services.
7.000 inbound calls;
12.000 outbound calls;
1.000 processed documents.
2007: Start. At first, Valoris took over our client’s inbound surplus activity in the peak periods, ensuring at the same time an extended program for offering those services;
2008: We have developed our collaboration by implementing additional communication channels: e-mail and fax. Thorough this moment, Valoris took over all dispatch activity, directing all operational communication to the departments concerned;
2009 – 2011: We’ve set 5 outbound campaigns for: welcoming, informing, 2nd day survey, collection and telesales;
2012 – 2016: We’ve focused on the back-office activity and other outbound services, as a result of our client’s needs in this area;
2017 – Present: During this time, our focus was on integrating customer support services in our activity, in order to offer solutions for more than 80% of customers from the first contact and to put on additional services to make sure that every interaction with our agents exceeds the customer expectations.
Inbound, overflow or inbound services developed for each activity unfolded by our partner: banking, leasing, insurance;
E-mails/ fax handling;
E-mails/ fax dispatch & escalation;
Verifying accounts and filling in delegations;
Sending documents by e-mail;
Sending documents by fax;
Redirecting original documents by courier;
Analysis of received requests and forwarding them to the departments in charge;
Outbound – Managing 20 ongoing campaigns.
- Take-up rate:> 95%;
- SLA (30 seconds): > 85%;
- Contact rate: > 80%;
- SLA e-mails: 2-3 h, depending on the type of activity;
- Processing documents in real time.
Contact us now
We are always up for new challenges