Are You Ready for a Revolution in Retail Banking?
Regulation and technology set to bring unprecedented change to retail banking customer experience By the end of this decade a raft of new...
Webhelp has been working with this major telco client since 2004, providing customer experience management services to over 19 million UK customers.
After the successful implementation of a new operating and CRM system, which saw over 30 systems combined into one single seamless interface. Our client was looking to conduct a programme of debugging and transformational improvements to deliver excellent customer experience through a series of process, policy, technology and behavioural changes.
This in turn would aim to lead to a reduction in contact volumes, especially on the more expensive voice channel.
With our client also transitioning a significant portion of their advisor base to new nearshore sites, this process aimed to support as seamless a transition as possible.
To help deliver these changes our client created an Insight and Analytical forum which aimed to:
The client invited Webhelp to support in this model using our extensive expertise in operations, insight and analytics.
A meticulous, structured and customer data-led collaborative programme allowed for a series of business transformational initiatives to be undertaken, all of which were designed based on the perceptions and experiences of our customers and quantified by data.
Identifying and eliminating major customer issues which were creating distress, dissatisfaction and contact volume was the primary focus, which then resulted in a phased deployment of people, process, policy and system fixes.
Behavioural solutions and best practice identification through analytics were deployed, supported by advisor feedback gathered in Labs and Discovery sessions. Improvement initiatives are delivered through engagement, with our advisors helping to identify solutions to key impact areas via an online survey, and participating in innovative facilitated sessions.
Our customer experience enhancements included: