"Every year-end is difficult"
By the end of each year, financial and banking institutions record an increase of at least 40% in the number of support requests from customers. The requests include not only service-related questions, but also urgent support requests, transaction issues, and feedback on service experiences.
This poses a big challenge for banks as recruitment is difficult at the end of the year and maintaining a qualified customer service team during peak season is not easy. According to a Deloitte report, up to 80% of banks have difficulty recruiting and maintaining a customer service team during busy times.
In addition, in a fiercely competitive environment such as the finance and banking industry, customer care experience plays a key role. Statistics from PwC show that up to 65% customers are willing to switch service providers when they are not satisfied with the quality of customer care during busy periods. This is especially dangerous at the end of the year, when customer loyalty is easily shaken by the stress of important financial transactions such as debt payments, checking year-end balances or resolving account-related issues.
Outsourcing customer service team – the key to helping banks overcome year-end pressure
To solve this difficult problem, many banks around the world have chosen to outsource customer care services (BPO - Business Process Outsourcing) as an optimal solution. Outsourcing not only helps banks save costs but also ensures that service quality is always high. Statistics show that when applying outsourcing services, banks can reduce the number of complaint calls by 40% and increase the rate of loyal customers by 80% within 3 years.
A clear example of the benefits of outsourcing is the story of Santander Bank in Spain. With over 140 million customers worldwide, Santander used to struggle to maintain a customer service team during peak seasons. However, since partnering with a large Indian BPO company, the bank has significantly improved its customer experience. In just two years, Santander reduced customer complaints by 35% and increased ancillary service revenue by 20%.
In another case, in the US, JPMorgan Chase partnered with a BPO company to manage its call center during peak periods. The results showed that customer satisfaction increased from 75% to 88% after just 1 year of implementation, and the number of customer complaints decreased by 25%.
In Asia, Singapore’s DBS Bank has also partnered with a major BPO company to implement a 24/7 customer care system. Thanks to this, DBS has not only ensured continuous service quality but also increased the number of new customers by 15% from positive feedback on the service.
24/7 customer care solution from the number 1 unit in Vietnam
In Vietnam, Bellsystem24 Vietnam is one of the leading customer care service providers, trusted and used by many top banks. With the 24/7 Contact Center solution, Bellsystem24 not only helps banks ensure continuous service quality but also increases operational efficiency through optimizing resources and processes.
Bellsystem24 Vietnam provides customer care solutions through many different channels such as phone, email, social networks, apps, and websites. The operators here are all well-trained, highly skilled, and always ready to support customers professionally. For each project, Bellsystem24 always sets up specific SOPs and KPIs to ensure that all customer requests are handled effectively.
Thanks to its experience and professionalism in operation, Bellsystem24 has helped many banks in Vietnam significantly reduce the number of complaint calls, increase customer loyalty and especially protect brand image during busy times such as the end of the year.
LEARN MORE ABOUT 24.7 CUSTOMER SERVICE HERE: https://bell24vietnam.vn/contact-center
Contact us now to help your business optimize customer service and protect your brand image during peak times.