BFSI


Our understanding of the Banking and Financial services enables us to customize solutions to meet the needs of financial services institutions. Our teams have developed their expertise through experience of successfully executing several projects through our offerings around consulting, services and products.

Example of work that we done in BFSI sector:

Leading UK based Insurance Company: We implemented WOCAS™ that stands for "What Our Customers Are Saying" and represents a systematic approach that helps you to better understand and leverage the voice of your customers and partners. In this project we trained and implemented WOCAS™ at the offshore customer service delivery centre in India.

With the implementation of WOCAS™, we systematically helped to:

•       Increase customer satisfaction and loyalty by improving the customer experience

•       Reduce cost of customer service operations by eliminating recurring customer problems that waste operational resources

•       Increase your selling proposition by transforming insights into customer driven product and service innovation

Leading India based Private Bank: Celtycs was engaged for consulting engagement by this bank to help reduce email interactions from Credit card, Liability, Asset and DMAT customers. Celtycs methodology comprised of analyzing both the Supply and Demand side of the customer service to identify opportunities to build efficiencies:

Demand: Need for customer to contact the organization

Supply: Operations managing customer contacts

 

Celtycs deployed ‘Customer-Organization Value-Irritant’ matrix methodology to identify reasons for customer’s contact that can be “Automated” and/or “Eliminated”. Celtycs identified a potential opportunity to reduce the inbound email volume by upto 49%. During the 3 months long engagement, Celtycs worked very closely with senior management team at the bank to make required changes in CRM, training of all front line staff, creating value-irritant matrix and identifying low hanging fruits for immediate corrective measures.

Leading India based Insurance Company: Celtycs has been engaged by this insurance company from the past 2 years to continuously assess the customer advocacy through CSAT surveys and assess the quality of service provided by their contact centers through contact quality monitoring.

Leading India based Insurance Company: Celtycs was engaged for a consulting assignment to review their quality operations at the outsourced partner to identify gaps and recommend actions to improve its efficiency and effectiveness.

Leading India based Private Bank: This bank is using Celtycs cloud based quality monitoring tool for its team of 75 Quality Auditors and around 1,200 agents. In their words:

Spade has added the much needed flexibility to our Quality Monitoring Strategy. The cloud based application allowed us to quickly start with the audits across locations with minimal setup, training and infra needs. The concurrent reports and meaningful dashboards have helped us improve our control mechanism which has led to increased productivity and consistency in the output. Feedback from relevant stakeholders has been very positive.”  

 



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