Key Objectives
- Improve customer care service level to bancassurance customers
- Increase bancassurance product sales through a bank’s branches
- Increase direct customer contact and experience for the company through customer care
Our Approach
- Performed analysis of products and frequent contact categories both at the branch level and through a bank’s phone desk
- Designed a two-team customer care function:
- Help Desk for a bank’s branches
- Call center for bancassurance customer care
- Designed capacity, key procedures, system specifications, operational manuals, KPI’s, as well as other implementation support tools
- Developed relevant scripts, training guides etc.
Impact for our Client
- Increased the company’s bancassurance product sales by 30% on an annual basis through a bank’s branches
