In a difficult economic climate, financial institutions are faced with the challenge of managing conflicting initiatives – trying to cut costs whilst striving to increase customer retention and protect revenue streams.

Customers no longer accept being held in a queue or routed to an offshore call centre, and lack of communication with customers can have a detrimental effect on operational performance – revenue opportunities are passed by, missed payments become debt write offs and fraud cases multiply. The key to balancing these initiatives is having the right system in place and making sure agents are available 24/7 to handle enquiries and contact customers efficiently.

Our solution to this problem was to develop a system that utilised mobile as the primary communication channel, therefore improving contact rates, decreasing customer response times and making more engaging relationships possible due to convenience. Incorporating this system into your business structure will result in contented customers, who accept more offers and pay more efficiently.

Through interactive applications such as SMS, Smartphone Applications and the Web, customer lifecycle is taken into account. Customers can use their mobiles to complete card activations, make account enquiries, carry out purchases and payments, handle fraud cases and manage arrears on their account.

Key Benefits

* Reduced call centre traffic
* Improved agent efficiencies
* Reduction in paper correspondence
* Increased right party contacts
* Reduced response times
* Reduction in credit risk
* Enhanced customer satisfaction
* Increased revenue streams
* ROI of over 300%

Telrock has provided solutions and consultancy on a global level – transforming inefficient processes through the implementation of both full and partial mobile strategies.

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