Customer Interaction Center for India’s Leading Financial Conglomerate The Customer Our client is part of India’s biggest leading financial conglomerates, offering complete financial solutions.
The group has a net worth of over INR. 5,997 crore, employs over 20,000 people in its various businesses and has a distribution network of branches, franchisees, representative offices and satellite offices across 370 cities and towns in India and offices in New York, London, San Francisco, Dubai, Mauritius and Singapore. The Group services around 5 million customer accounts Scope of work - Customer acquisition- push/pull based campaign
- Welcome calling
- Customer service – Inbound customer service
- Collections – soft collections and payments due date calling.
The Business Challenge - Challenge of penetrating already crowded credit card market.
- Customer wanted to fast increase their sales and make the presence felt in the market.
- SPH & Service Level agreements (SLA) targets were achieved by maintaining accurate login hours and consistent sales performance.
The Solution Process - Database given by the customer is loaded on the CRM. The agent calls on behalf of the client and introduces himself to the customer.
- Understands the customers’ requirements after probing on customer needs and proposes the credit card that might suit the needs of the customer.
- Once the customer expresses interest, some information pertaining to his identity, job is gathered as per the criteria set by the client and is handed over to the on field Sales Team.
- If the customer confirms his interest, an appointment is fixed with the sales team and the sale is made.
Optimization - Bottom performers identified. Put into a PIP (Performance Improvement Plan).
- Incentives are introduced to drive performance.
- Identify the point ( in terms of list penetration %) where the list performance starts dropping ( in terms of SPH) and then use the following to improve performance
- Agent banding (Depute some of the top performers when the list performance starts dropping).
- Variable incentive.
- Top performers are selected to go onsite.
|
