The BPO and call center industry has evolved to a great extent. This evolution has been in place ever since the first BPO operations showed up way back in the 1980 for the IT industry. Fast-forward to the current year, you will notice that the BPO sector has such a deep penetration and provides assistance to every industry as of late. Among the healthcare, e-commerce, and telecom, the financial technology call center services are very less talked about, even though it played a prime role during the Coronavirus pandemic to ensure that the sales don’t slump to a zero, while ensuring that customer support and marketing are executed in the lower price possible.
So, as we begin this with topic of financial technology call center outsourcing, let’s know everything there is about this industry and how the BPO plays an important role here.
Why Does the Financial Sector Need Call Centers
The financial industry had taken a big burn back in 2008, when there was a major crisis. But since there, the recovery has been quite commendable, except for one thing. The constant news influx from media regarding the frauds being detected leave the customers in a dilemma whether to trust any specific financial institute or not.
The most common trend in the finance sector is the constant acquisitions and mergers of different companies, making things even trickier for the industry. Plus, the advent and popularizing of neo banks, the competition has become fierce, while the market for traditional banks is on the verge of disruption. Neo banks are financial institutes are credit lenders that are operation only on the online platform, via an app or website.
Now, when it comes to the role of a BPO or call center, outsourcing financial services customer support is not the only task, there are many assistances in the portfolio. Let’s take a look at a few of them.
- Compliance Management: This lets the financial institutes manage with the compliance regulations and laws while defining its conduct and operation in any specific country.
- Underwriting: Irrespective of whether there is a global financial crisis or not, credit underwriting has, and will always be one of the most essential services that financial institutes need to expand its business without facing losses.
- Complaint Management: Complaint management is very similar to customer service, but is more defined in its approach towards resolution of complaints and queries.
- Collection Services: This is not the most common service as of now, but more and more financial technology call centers and BPOs have started offering it as a service in their portfolio.
Benefits of a Financial Technology Call Center
Just like any other industry, BPOs and call centers offer a plethora of benefits for the financial sector too. Here’s a few of them.
- Saves your IT costs, as outsourcing financial services customer support takes care of that in most cases. However, you will need to check on this with the provider.
- Manages incoming queries seamlessly, thereby generating great leads.
- Streamlines the customer service department with maximum satisfaction over multichannel mode of communication.
- Provides a secure network for your outsourcing operations to minimize the chances of data leaks.
- Costs far less than an in-house customer service team. This helps to save on the capital and boosts revenue.
- Adds a better reach for your financial services.
- Deals with your customers on your behalf with a multilingual approach for maximum customer satisfaction.
- Manages results by monitoring productivity through analytics, performance indicators, quality assurance, and training modules.
How Financial Technology Call Centers Improve its Performance
Just like tech support call center outsourcing, financial call centers have been practicing certain ways to approach and strategies to offer services to the best of their potential. Some of these practices are:
Recruiting experienced and talented agents for the process.
Training the agents with proper product knowledge and training modules.
Using cloud telephony system for maximum up-time and minimum chances of data breach.
Offering a multichannel communication platform to find the customers where they are.
Focusing on a multilingual approach with emphasis on native languages.
On an Ending Note
Financial technology call center outsourcing has been around since a long time and helped streamline multiple marketing, sales, and customer service departments. The services never took a downwards turn, even after the pandemic ripped the global economy apart.
And while the initial services that BPO offered in the financial sector related to marketing, sales, and customer service only, the entire scenario changed in the last half a decade or so. Established BPO companies have widened their product portfolio to offer services debt collection, credit underwriting, and even compliance management. All of these make the financial technology call center industry of prime importance to the financial sector.
