Financial Services

Background

As more customers start to leverage online and mobile banking, customers are growing to expect a high standard of personalised engagement across all channels. In line with this, financial institutions that emphasise omnichannel customer support, and create customised experiences across all touchpoints are expected to see the most significant rise in revenue and brand loyalty.

Case Studies

Education Solution

Custom Training Modules for Client-Facing Staff

Our client is a global provider of financial services, and are currently the only bank to have a presence in all ten ASEAN markets. Scicom was tapped to provide customer engagement training to our client’s Malaysia-based Integrated Middle Office (IMO) staff to ensure that they were able to communicate effectively, and provide quality customer service to their commercial and corporate customers.

BPO Solution

Customised Omnichannel Support Systems

Our client is a regional provider of financial services that has 172 branches and over 3,344 staff members in Sri Lanka. Scicom were engaged to provide an omnichannel solution, providing customer support experiences to meet the higher expectations of today’s banking customers. We helped our client enhance their level of customer support, and improve the quality of outbound interactions to generate additional revenue.

Articles you might be interested in

June 11, 2021

4 Catalysts to Achieving Customer Experience (CX) Excellence

The best way to build customer loyalty is by continuously improving customer experience (CX). In this article, we highlight 4 ways to improve your CX strategy for maximum customer retention.

April 8, 2021

The Four Pillars of a Successful Work-from-Home Customer Service Team

The best work from home model is one where clients cannot discern a difference in service delivery. It’s crucial to maintain the same level of performance and security while minimising any disruption to service.

September 9, 2021

5 Elements of a Thriving BPO Partnership in 2021

BPO partnerships can last a single contractual period or years, depending on the relationship between client and vendor. In this article, we reveal the key elements of a thriving BPO partnership to achieve sustained, long-term growth.

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