INBOUND SUPPORT

US CUSTOMER CARE PROGRAM FOR A BLUE-CHIP MULTINATIONAL FINANCIAL SERVICES COMPANY


BACKGROUND
In this account, the team was part of a 6000-seat global co-sourcing network (5 insourced and 4 outsourced).
The program started in August 2001 operating with 40 seats. In three months, the program ramped up to 120 seats. In October 2003, the account went from single to multiple-transaction servicing and eventually migrated to full-scale credit card operations including cross selling and up selling.

PROGRAM PROFILE
The Client is a blue-chip financial services company. The Client is reputed to have provided innovations within the credit card industry that has since dictated the industry architecture as we know it today. The basic hallmarks of the corporate brand , i.e., trust, integrity, security, quality and customer service, were the major drivers that forged the growing marketing partnership.

THE CONFABIA SOLUTION: Providing Strategic Customer-Centric Service that spelled overall Customer Satisfaction
In 2004, the Client expanded territorial coverage from North America to include Australia, Singapore, Malaysia and the Philippines. During this period until the 3rd quarter of 2005, the Client ramped up to 350 agents from the North America program and 500 agents across the various other programs. Customer transactions handled per month totalled 400,000. The Client's confidence in the Center was fortified by the turnoover of ownership of the certification and quality monitoring programs from the North American counterparts to the Philippine team. Confabia continued to provide competitive customer satisfaction scores versus North American sites for customer-focused sales. The sophisticated internal quality metrics anchored on soft skills, product knowledge and compliance significantly contributed to the data-based management approach of the team. Some of the transactions that Confabia handled in this program were as follows:
  • Requests for information/ literature on products
    • Balance inquiry
    • Copy of statements
  • Calls regarding an application for credit card/ follow up for a product or service
    • Servicing calls relating to a product to include:
    • Maintaining address
    • Updating account profile
    • Detailing statement history
    • Redeeming loyalty points
  • Calls relating to a dispute of charge made on a card
  • Request to set up a new service on an existing product including a loyalty points account
  • Cancellation requests for a product or a service
  • Customer-focused sales
    • Inbound cross selling catering to identified customers as profiled by the Client
  • Data capture project for Philippine and Australian subsidiaries
    • Pre-capture editing and data capture including balance transfer
  • Telesales for Philippine and Australian subsidiaries
    • Companion program - offering new products to existing customers
    • Pitching an upscale card

 

Progress Timeline