Financial services include credit cards processing, loans (individual, corporate, property, education, automobile) , investments (mutual funds, fixed deposits, trading) and insurance among others. Financial services industry caters to a large segment of industries, and is one of the largest in the world with promising growth prospects.
Challenges
Even though the industry has been growing steadily, increased competition has forced its players to not just lower costs, but also offer better and more customized services. With issues like risk management, compliance and increased mergers and acquisitions (which lead to consolidation of disparate organizations), the focus is on increasing operational efficiencies.
|
| |
| Customer engagement |
|
| With different competitors providing additional services at lower costs, a finance-based organization has to constantly innovate to offer better services, while ensuring low costs. It is only possible to retain and attract customers with differential services that take care of their concerns other than cost consideration. |
|
|
| |
| Integration of disparate infrastructures |
|
| Increased mergers and acquisitions have led to multiple technologies in resultant organizations. It is often difficult to integrate these technologies to provide a unified view of the customer information that can only be achieved when all components work seamlessly with each other. Thus, upgradation and integration of multiple technologies becomes cumbersome and expensive. |
|
|
| |
| Customer experience |
|
| As customer base grows, the IT infrastructure cannot cope up with communication volumes, leading to a decline in service quality, which is one of the most decisive factors for any customer to do business with an organization. If costs are services provided are the same, it all boils down to how special the customer feels when he/she is being served. A bad customer experience may lead to bad publicity, which stifles growth. |
|
|
| |
| Ad-hoc selling |
|
| Lack of ability to track customer habits and behavioral patterns results in ineffective up-selling and cross-selling of value-added services to potential prospects who may need them. A customer interaction management solution should be able to give meaningful geo-demographic data and analytics for management to define strategies for specific markets. |
|
Opportunities
Whether is about standing out from the crowd in terms of service quality, offering a wide range of services, having cost advantage, increasing operational efficiency, or doing focused selling, an innovative contact center solution can be the distinguishing factor between a company striving to sustain itself, and an organization marching forward with ambitious growth targets. The right contact center solution can empower you to
|
- Enhance customer satisfaction with faster, customized interaction experience by shorter wait time, skill-based routing and cross-selling other services while customers are waiting.
- Offer multimedia services Chat, Multimedia, E-mail, SMS, Fax to provide real-time information to customers including, but not limited to payment reminders, transaction completion, payment deadline, credit limit notification, etc
- Perform focused selling to prospects and penetrate new segments or markets with specific services.
- Manage and train workforce effectively with real-time remote and local monitoring, barging, snooping, conferencing, and voice recording
- Enable "single-call-resolution" of routine problems, and reduce number of calls by integrating all data for quick and easy access (FAQs, for example), for better workforce efficiency
- Provide meaningful and organized data in order to make more informed decision about future policies, and to analyze behavioral patterns for prospects to cross-sell and up-sell.
|
Solution
DACX Ameyo is perfectly suited to financial services industry's objectives of providing more services at reduced costs, increasing profit margins, enhancing customer interaction experience across all channels, increasing Return-on-Investment (RoI), and increasing efficiency of operations and processes, all of which translate to increased business and higher revenues.
Drishti's award-winning outbound and inbound solutions offer Predictive Dialing, ACD, IVR, Voice recording, CRM, database, reporting and unified messaging capabilities.
With multimedia capabilities such as E-mail, SMS, chat, FAX and voice capabilities, you can reach out to new customers across different channels on an integrated platform. Strong inbound capabilities allow you to maximize self-service, reduce interaction times and increase customer satisfaction with skill-based routing, sound queue management, while ensuring easy configurability to design call flows as per your requirement. You can also customize interactions for your callers and provide useful information about new products, or account information in order to provide high quality service to every customer.
To sell your products more effectively, you can empower your agents to engage in potentially revenue generating prospects via multiple dialing modes, scripting, call-back scheduling, and a host of other features. Your supervisors can track agent performance via strong monitoring capabilities.
For quality purposes, you can record interactions with the Voice Logger, store them, and retrieve them with ease. With real-time reporting capabilities, you can create comprehensive reports to organize and present meaningful data regarding performance, efficiency, statistics, etc that is crucial in formulating business decisions and defining future strategies. |
We chose DACX over 20 other solutions because of its high Answering Machine Detection and flexible CRM. We are delighted by Drishti's response time in meeting our changing requirements. With this kind of support and deliver ability we are confident of growing rapidly with Drishti. 
