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

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.

July 15, 2021

5 Consumer Behaviour Trends Shaping the New Normal in 2022

New consumer behaviour patterns have emerged since the beginning of the Covid-19 pandemic as consumers adjust to a new normal. Find out what these consumer trends mean in relation to attracting new customers and retaining existing ones in our latest Insights article.

October 29, 2021

The 3 Most Important Customer Agent Soft Skills

As a people-driven BPO, Scicom prides itself on hiring the best local and global talent to serve our clients. In our latest Insights article, we highlight the 3 most important soft skills customer support agents should have to deliver excellent customer service.

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