BPO as a growth driver in the banking sector

Customer experience is highly acknowledged as a key differentiator in the financial institution race. Often seen as an instrument for improving cost efficiency, outsourcing customer experience in the highly financial competitive climate means that resources can be allocated to generate more business value.

We offered a comprehensive customer service strategy, flexibility and a long-term cost-effective solution, including handling over 1,000 calls per day during periods of high volumes.
When choosing to outsource the service to Valoris, one of our partner’s criteria was flexibility.

Our ability to adapt to their needs and find solutions in any situation ranked us as the best choice on the market.
Almost all interactions are solved within half a business day. Most of them usually need escalation and extra workload. In the banking industry, it is crucial to be able to offer support to your customers in the same day.
We also measure customer satisfaction with second day surveys.

The customers are called by neutral agents, that are not involved in the evaluated interactions and who evaluate the overall experience, satisfaction and willingness to recommend the bank.
Adding the survey to the services we offer brings out insights on customer satisfaction and opportunities for improvement.