- Customer Experience and Contact Centre Services
- Webhelp Payment Services
The challenge for banks and insurers is to scale up easily while still retaining sufficient expertise in their workforces.
It is becoming increasingly difficult for banks and insurers to recruit good customer advisors. In an increasingly limited labour market, employees with even basic customer contact experience are scarce. At the same time, the work is only increasing in complexity. Few complex customer contacts are launched through smart online self-help solutions, robotisation and the deployment of intelligent virtual assistants. On the other hand, personal customer contact requires more and more expertise.
In addition, the level of necessity of customer advisors is always unpredictable. Numerous external factors and the role of the supervisor mean the financial sector must be proactively involved in dialogue with consumers; for example, banks obligation to inform consumers about the risks of mortgage debt as part of their duty of care. Customer contact is often targeted to specific customer segments, but there is a need for a solid core of all-round experts, with a flexible team of experienced contact staff to run campaigns.
This creates tension for banks and insurers: a growing need for flexibility and expertise, with a declining supply of experienced customer advisors. The question is, how can the sector recruit and retain the best people?
Outsourcers can play a key role in the input and output of good customer contact advisers by expanding on their traditional role. They not only provide capacity and flexibility, but, as a strategic partner, help banks and insurers find employees who arrive, gain training and experience, and move upwards.
An outsourcing partner can become your recruitment advocate. New employees can gain experience in various campaigns and develop to become contact experts in the financial sector. The can receive the opportunity to take courses, not only in the financial area, but also in communications, for example. Through close cooperation with the financial sector, the employee can eventually move on to a bank or insurer as an all-round professional.
It’s clear what the benefits to the employees are. They get an interesting career opportunity: the ability to develop into a professional, and to develop into a role within the financial sector. The chance to gain experience with customers gives employees a huge advantage in pursuing their careers.
The benefits to the bank or insurer are also significant. They gain a flexible pool of experienced employees to run campaigns at varying levels of cost. They also have access to this pool to bring them into their own organisation: skilled people with specific product and customer knowledge that know the company’s culture and services better than anyone else.
For a customer contact outsourcer, the advantage is that they can offer the employee a positive, forward-thinking outlook. The starting salary is no longer the deciding factor; the career prospects offered by the role enable the outsourcer to differentiate itself in the job market.
Through collaboration with outsourcing partners, banks and insurers can meet the challenge of recruiting and retaining good people. Webhelp has demonstrated that, in practice, this really works. We can quickly respond to the campaign needs of different clients, and we can see this inspiring our clients to take a different, more innovative approach to recruitment.
What do you think about this sourcing model? Leave your opinion below, or send me a message via LinkedIn.
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