banking

The Banking, Financial Services, and Insurance (BFSI) industry have benefited immensely from the widespread adoption of smartphones and the internet. The increasing adoption of technology has enabled banking services to acquire new-age customers and build bigger businesses. The accelerated growth requires additional support of call center outsourcing service providers. Together Banking, Financial Services, and Insurance (BFSI) players and outsourcing organizations can achieve incomparable results and gain a competitive advantage over their contemporaries.

In the coming age, the BFSI industry will expand and offer services that will sync with the needs of upcoming generations. While the future is promising, BFSI players need to do a few quick fixes.

The contemporary industry needs optimization, with third-party interference of call center outsourcing service providers, BFSI companies can simplify processes, achieve improved customer satisfaction rating and outwork their competitors too.

Leading Challenges for Banking, Financial Services, and Insurance (BFSI) Players

Adoption Rate

While the increasing penetration of 4G and 5G is accelerating the growth of adoption but BFSI’s primary customer continues to baby boomers, who are not fond of the Internet. To have an improved adoption rate among the baby boomers, the BFSI industry is still trying its hands at new things.

Customer Management

BFSI players that have banked upon penetration of the 3G/4G network are now facing trouble with managing a huge customer base. Lack of expertise to assist with customer queries and grievance management is costing them a lot.

Lack of Awareness

A lot of loyal customers are being impressed by new players even when their traditional BFSI partners are offering e-banking services. Lack of awareness among customers is costing traditional BFSI companies.

The Stiffening Competition

While the Internet has accelerated the adoption, the traditional BFSI players are having a tough time acquiring new customers even when they have developed an Internet presence.

How Call Center Outsourcing Can Help BFSI Industry?

Call center outsourcing service providers in India have worked in close-ties with the BFSI industry to understand the challenges faced. By innovating and improvising, call centers are now offering BFSI players with custom-fit problems that are business as well as customer-specific.

  • Outbound Lead Generation Services

    BFSI players rely on outbound lead generation services for creating awareness about their transformed services. With outbound channels, BFSI companies can reach an audience for diasporic reasons and offer them quality banking and insurance-related services.

  • Inbound Customer Support

    The only way to survive increasing competition is to improve the customer experience. A huge percentage of customers now agree to pay more for a quality experience. With affordable inbound customer support services from players like MattsenKumar, BFSI companies can gain a competitive advantage over their peers.

  • Outbound Information Calls

    Want to tap into a new generation of customers? Start with outbound information calls, these outsourcing services are focused on helping customers understand a particular product or service. With outbound information calls, the BFSI organizations can fight hoaxes and fake news and retain their brand reputation.

  • Inbound Technical Support Services

    For traditional BFSI players that have expanded to the internet domain too having an inbound technical support team makes sense. With outsourced support, businesses can ensure that their varied customers from varied backgrounds can access their tools and carry out banking work.

Typical Use Cases of Call Center Outsourcing for BFSI Players

  • Customer Helpdesks

    For customer query management 24/7/365 and support them whenever they need

  • Inbound Information Desks

    For boosting customer loyalty by providing the right information at the right time

  • Outbound Sales Service

    For boosting sales of products and services by calling the right prospects on time

  • Payment & Billing Support Desks

    To support customers with their payment and billing related queries on demand

  • Outbound Lead Generation

    For generating leads for new products and services by calling the right prospects

  • User Onboarding Service

    For getting new users acquainted with the product or service by proper introductions

  • Inbound Upselling Service

    For promoting new products to the existing customer during incoming support calls

  • Inbound Customer Service

    For handling incoming customer queries on products and service (pre or post-purchase)

  • Customer Helpdesks

    For customer query management 24/7/365 and support them whenever they need

  • Inbound Information Desks

    For boosting customer loyalty by providing the right information at the right time

  • Outbound Sales Service

    For boosting sales of products and services by calling the right prospects on time

  • Payment & Billing Support Desks

    To support customers with their payment and billing related queries on demand

  • Outbound Lead Generation

    For generating leads for new products and services by calling the right prospects

  • User Onboarding Service

    For getting new users acquainted with the product or service by proper introductions

  • Inbound Upselling Service

    For promoting new products to the existing customer during incoming support calls

  • Inbound Customer Service

    For handling incoming customer queries on products and service (pre or post-purchase)

Explore MK’s Call Center Outsourcing Services

Case Studies

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