Financial Services Market

Delivering excellence in the financial services market.

OUR CLIENT

Investment banking services.

It was back in 1999 when our client, a leading investment bank approached us to become their partner. Excited about this challenge, we immediately set up a team of customer service specialists to function as the central point of contact for all customer inquiries from private customers and our client’s sales partners.

Through the telephone and e-mail channels, our employees cover a wide scope of inquiries from private investors who seek information on state-subsidized pension schemes to technical questions from our client’s sales partners.

THE CLIENT’S NEED

Meeting high expectations

“Exceptional customer service is our top priority and our partner should be able to handle the high volumes and fluctuations without compromising the quality of service.”

Finding competent and experienced service specialists with a background in finance and banking is sometimes challenging and training new employees can take up to seven weeks. There are also challenges during peak seasons, due to the high volume of calls and e-mails. This is often followed by extreme fluctuations requiring detailed planning, strong recruitment and in-depth training in order to meet the service levels.

“Happy employees lead to satisfied customers and clients. Our employees on the frontline are thus the most important asset in this task. We focus on employee satisfaction and retention and are happy with the results.”

HELPING THE CLIENT

Creating a flexible and reliable partnership.

Since our partnership started in 1999, we have been consistently providing high-quality customer service to our client’s customers and sales partners. Our client particularly appreciates our consistency in efficiently handling different volumes of work. Thanks to our flexibility and expertise, we won their trust and loyalty resulting in a successful partnership for over 20 years.

One of the key factors in our partnership has been a focus on continuous improvement. Using various tools and methodologies we’ve developed seamless processes for handling the seasonal variations in contact volumes. As a result we able to consistently deliver high levels of customer satisfaction and service quality.

RESULT

Success!

95%

Customer Satisfaction rating.

One reason our partnership has worked so well for more than 20 years is our consistent performance. 90% quality and 95% handling rates exceed our client’s expectations and contribute to the excellent customer satisfaction rates.

And it’s not just our customers and our client who are happy with our service. We’ve helped our client to achieve a 5 star rating from the Capital Funding Magazine for 16 years in row!

RESULT

Success!

95%

Customer Satisfaction rating.

One reason our partnership has worked so well for more than 20 years is our consistent performance. 90% quality and 95% handling rates exceed our client’s expectations and contribute to the excellent customer satisfaction rates.

And it’s not just our customers and our client who are happy with our service. We’ve helped our client to achieve a 5 star rating from the Capital Funding Magazine for 16 years in row!

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