Close

Choose a country

United KingdomEnglish
South AfricaEnglish
IndiaEnglish
InternationalEnglish

Stefan, Program Manager, Nuremberg


Client:

“Delivering outstanding customer experience has been our number one goal for 20 years”

It was back in 1999 when our client, a leading investment bank approached us with the following request.

“Exceptional customer service is our top priority and our partner should be able to handle the high volumes and fluctuations without compromising the quality of service.”

Excited about this challenge, we immediately set up a team of customer service specialist that were going to function as the central point of contact for all customer inquiries from the private customers and sales partners of our client.


Challenge:

Through the telephone and e-mail channels, our employees cover a wide scope of inquiries from private investors who seek information on state-subsidized pension schemes to technical questions from our client’s sales partners. Finding competent and experienced service specialists with a background in finance and banking is sometimes challenging. Training new employees due to attrition takes seven weeks which is also challenging during peak seasons, due to the high volume of calls and e-mails. This is sometimes followed by extreme fluctuations which requires detailed planning, strong recruitment and in-depth training in order to meet the service levels.


Solution:

Since our client is from the banking sector, customer satisfaction and service quality have always been top priorities. And to make sure that we effectively handle the high volumes during peak seasons and the fluctuations during low seasons, we guarantee a seamless process by implementing the DMAIC methodology to;

  1. Define the issue at hand
  2. Measure the situation through data collection
  3. Analyze the data through probing the root cause of the issue
  4. Improve our processes by finding solutions to the issues
  5. Control the long-term sustainability of the implemented solutions

The operation:

“Happy employees lead to satisfied customers and clients. Our employees on the frontline are thus the most important asset in this task. We focus on employee satisfaction and retention and are happy with the results. “


Results:

We are happy with the results that fulfill our KPIs: 

  • Quality ≥ 90%
  • 80% of calls are answered within 30 seconds
  • Handling rate ≥ 95%
  • Average Handling Time
  • private Investors > 5 minutes
  • Sales Partners > 6,5 minutes 

Project highlights also include:

  • 20 years of excellent relationship and partnership with our client
  • Exemplary customer satisfaction rating of ≥ 95%
  • Five-star rating for the 16th consecutive year from the Capital Fund Magazine.

Since our partnership started in 1999, we have been consistently providing high-quality customer service to our client’s customers and sales partners. Our client particularly appreciates our consistency in efficiently handling different volumes of work. Thanks to our flexibility and expertise, we managed to convince our client and won the trust, loyalty and an excellent friendship for a good 20 years now!

News & Insights

Webhelp Payment Services
Solution Designer
Service Provider
Technology Enabler
Blog
Spotlight on the work of Operation Hunger, Webhelp charity partner for 2020

Webhelp is delighted to be working with Operation Hunger as their new charity partner in South Africa for 2020. Dr Selma Browde and Dr Nthato Motlana started the charity in 1978, and together with a group of caring individuals and organisations, they began to combat the anguish and toll malnutrition had inflicted on the South African people and its economy. Over the past 40 years, the...

Read 212CAAF2-CC0E-4D90-9134-028C45BDF837 Created with sketchtool.
News
Webhelp wins prestigious Trade and Investment Award in South Africa

Webhelp have taken home the coveted Cap40 Trade and Investment Award, at this year’s annual business award dinner. The Cap40 network is operated by CapAfrica, a non-profit corporation registered in South Africa, whose mission is to support entrepreneurship and business networking between France,...

Read 212CAAF2-CC0E-4D90-9134-028C45BDF837 Created with sketchtool.
News
Webhelp partners with Operation Hunger to fight against malnutrition

Webhelp is delighted to announce Operation Hunger as their new charity partner in South Africa for 2020. Operation Hunger has a 40 year history of taking positive action to fight against malnutrition in South African homes, schools and communities by using sustainable and proven methods that...

Read 212CAAF2-CC0E-4D90-9134-028C45BDF837 Created with sketchtool.
Whitepaper
#4 OneShot – Culture

Table of Content: A Word : Location A Figure: 32% stock market valuation for companies with a strong customer culture Three Opinions: Culture, what impact does it have on your performance? A piece of information: At Renault, design has become THE cultural priority. A Demo : Cultural...

Read 212CAAF2-CC0E-4D90-9134-028C45BDF837 Created with sketchtool.
Case Studies
[Fashion] Fifty Jeans – Launch your brand without cashflow problems!

...

Read 212CAAF2-CC0E-4D90-9134-028C45BDF837 Created with sketchtool.
Load more
×

Webhelp Cookies Preference Centre

Strictly Necessary Cookies
The website requires the use of cookies for essential functional requirements and these are outlined in the cookies policy.

Enhanced Functional Cookies
Some features of this website use services provided by third parties websites. These features use cookies to implement their services on this website and may collect data about your visit to help them optimize their functionality. The Webhelp cookies policy outlines the cookies used by these services.

We have links to social networking such as Twitter, Facebook and LinkedIn.
These websites are third party sites. We do not place cookies on their behalf, and do not have control over the way they collect or use your data.
We encourage you to read more about their policies:
Twitter
LinkedIn
Facebook