It’s a new world for financial services where customers demand experiences delivered with trust and empathy. And we’re the empathy experts.
The financial services industry is facing unprecedented challenges with new regulatory initiatives, technological advancements in payment and credit management and changes in consumer behavior and demographics. These powerful forces are disrupting the market and changing the way financial services firms compete. The leaders of tomorrow will need a new competitive differentiator – the customer experience.
TeleTech offers integrated customer experience solutions to help firms acquire, grow, retain and serve their customers. Read more in our eBook which features insights around the impact and evolution of the customer experience from the perspective of top intellectuals, scientists, designers and business innovators.
Don Peppers, leading marketing and customer strategist wrote an article for ABA Bank Marketing about a banking model fueled by trust and empathy. Read the article here>
Financial Services Case Studies
TeleTech offers integrated customer experience solutions to help firms acquire,
grow, retain, and serve their customers
Financial services customer experience
A High-Scoring Training Solution
Our client had just tried a rigorous new training exam that produced more failure than success. With our help they were able to help produce a 162 percent increase in passing rates.
- 162% increase in passing rates
- Attrition due to test failure down 13%
- Training support improves employee engagement
Barclaycard takes its sales people from ‘good’ to ‘great’
Barclaycard was looking to enhance its sales performance and develop strategic relationships through consulting and research. We designed a 4 day sales training course that helped give them the extra edge.
Netted four-year contract with a business unit worth £100m
- Beat several competitors to a three-year agreement with a company with annual target volumes of £6m
- Secured a significant five-year contract with a third client
Customer Focus You Can Take to the Bank
Our client saw a need to improve their current call center interactions. We implemented a plan that promoted more employee engagement resulting in 10% improvement in first contact resolution.
- Higher quality employees reduced agent churn
- First contact resolution improved by 10% in 8 months