The client’s customers were especially vulnerable to the increased health and economic hardships caused by the Covid-19 pandemic. They needed a sound and trusted banking partner, that provides fast, efficient, customer-centric, yet secure and personalized access channels to banking services ―without the need to physically visit a bank branch. The existing Call Centre was basic with neither adequately trained staff nor requisite technology to handle the anticipated volumes and complexity of customer enquiries. The client sought to implement a fit-for-purpose Contact Centre that fully exploited technology-related investments.
We deisgned the GoTo Contact centre model and project-led the Contact Centre Transformation to reposition the centre as an efficient channel for complaints, enquiries, customer engagement and sales management. In line with the client’s culture of organisational learning, insights from customer engagement serve as inputs for customer-centric decision making and product enhancement/development