The Connection® is working a major financial institution providing customer support and application processing for personal and small business consumers in their credit card division.
Company Goal for Outsourcing
- One call resolution customer service to eliminate repeat calls
- Complete application requests from consumers
- Answer general information about the financial institution, available credit cards, and credit card application
- Secured and PCI compliant environment
- Maintain do-not-contact registry
Key to Success
The Connection® enjoys a long-term relationship with this client, where regular KPI attainment and consistent performance has been a key to the successful partnership.
Tasks to Accomplish Success
- CSR’s receive extensive product training prior to being placed on the phones.
- CSR’s enter an incubation period upon successful completion classroom training, where they are heavily monitored and coached to ensure successful habits are being built from training.
- CSR’s are provided ongoing coaching and development on a bi-weekly basis to ensure that they are always knowledgeable, and efficient.
- During higher volume campaigns, CSR’s are provided flexible scheduling to ensure that the volume is handled during these peaks.
Summary
Our exceptional customer service provided a one stop experience for this major financial institution. The Connection® not only meets, but often exceeds the client goals and expectations which has resulted in a positive long-term relationship.
