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Optimizing customer care services through outsourcing

Customer care services for leasing company

OUR CUSTOMER

Our customer is a top player in the leasing industry in Europe, including the local market. Their business approach is based on long-term partnerships with their customers.
The main advantage in their communication with end-users is transparency and customer oriented attitude.

OUR SOLUTION

As part of our collaboration, we offer a full range of customized solutions to meet your partner’s diverse needs.

Inbound Solutions:
1. General banking information – We provide clients with detailed and up-to-date information on all available banking services.
2. Invoice Information – We assist customers in understanding and managing invoices, providing clarifications and necessary details.
3. Document copies – We facilitate obtaining copies of various documents required by our customers.
4. Forms – We provide and assist in filling the necessary forms for various banking transactions.
5. Complaints – We efficiently handle and resolve customer complaints to ensure customer satisfaction.
6. Personalized Loan Information – We provide personalized advice on loan options and their terms and conditions.
7. Data update requests – We process personal data update requests to keep customer information accurate and up-to-date.

Outbound Solutions:
1. Information and Awareness Campaigns – We run active campaigns to inform and make customers aware of new products and services, offers and other relevant information.
2. Collection – We provide support in debt collection

Back Office Solutions:
1. Document Processing – We ensure fast and efficient processing of documents required for various banking operations.
2. Issuance and transmission of specific documents to customers – We manage the timely issuance and transmission of important documents to customers.
3. Recording customer interactions in CRM and other specific platforms – We record all customer interactions in CRM systems and other required platforms, with the ability to escalate complex cases for prompt resolution.

RESULTS

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Answering Rate
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ASA
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FCR

Working with a leasing company brings many challenges, from finding qualified agents to keeping up to date with legislative changes. In addition, customer demands in terms of communication standards are high and we always have to evaluate and come up with new and improved solutions. We quickly allocate additional resources when needed and adapt to new and challenging situations.

In conclusion, outsourcing customer care services for a leasing company has proven to be an essential strategy to maintain and improve the quality of customer interactions. Our proactive and flexible approach allows us to respond quickly to customer needs and manage challenges effectively. By implementing inbound, outbound and back office solutions, we have been able to optimize operational processes, increase customer satisfaction and ensure that all interactions are handled professionally and efficiently.

This collaboration has demonstrated the importance of adaptability and constant innovation in delivering customer care services. By continuing to invest in the training of our agents and state-of-the-art technology, we remain committed to service excellence and are prepared to meet any future challenges, ensuring a successful long-term partnership.