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The Client |
The Challenge |
Sparsh's Solutions |
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Sparsh's client is one of the largest nationalized banks in India. The bank has won numerous accolades for its service excellence and has emerged as one of the top 10 brands in India.
With over 4,500 offices spread across the country, the bank serves more than 3.5 crore customers. The bank offers a diverse array of banking products and services, which include corporate and personal banking, industrial finance, agricultural finance, financing of trade and international banking. Among the clients of the bank are Indian conglomerates, medium and small industrial units, exporters, non-resident Indians and multinational companies.
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The client needed a partner to manage huge number of inbound customer calls at competitive costs, and with high efficiency. With its operations growing, a key requirement was a partner with equivalent scalability capabilities to handle a growing customer base. |
Sparsh catered to the bank's inbound customer service requirements, managing both the bank's existing customer base and potential customers. The Sparsh team handles a wide range of customer queries, provides relevant information about the bank and also addresses customer complaints. The team handles customer queries on -
- Balance amount
- Cheque status
- Amount clearing
- Hot listing of lost and stolen debit cards
- Expired passwords
- Rejected cheques
- Statements
- Blocked amounts
- Internet banking login help
- Screen navigation
- Debit cards request
- Duplicate passwords
Apart from query resolution, Sparsh also provides information regarding deposit schemes, list of branches, zonal offices, office addresses and timings, list of products offered and their features, types of loans offered and list of holidays. Sparsh's offering also includes complaints management. Sparsh resolves complaints relating to wrongly debited accounts, cash dispensing issue in ATM, card swiping issues, no response issues at the ATM, and delay in delivery of passwords or debit cards.
Quality assurance
Sparsh ensures quality of its services by following a stringent performance measurement technique. Audits of calls are conducted to check call quality parameters such as call opening, identification and verification, product explanation, speech clarity and call closure. Four calls per agent per week are audited, either selected randomly or on the basis of prior performance. All the audited calls are evaluated and rated. Direct feedback is given to the agents and measures adopted to ensure errors are not repeated.
Impacts delivered
Our high-level performance and ability to scale has delivered the following benefits to the bank-
- Consistently met the service level, headcount and login targets
- Surpassed the Average Handle Time and Abandon Rate targets on an ongoing basis improving productivity
- Improved service levels
- Significant cost savings
- Improved service quality
- Freed bank's resources to focus on core business activities
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| Highlights |
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- Processes in operation since March 2004
- 300,000 inbound calls managed per month,
- Successfully handled 40% increase in call volumes
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