Banks worldwide receive numerous calls from customers seeking emergency loans, payment deferrals, mortgage holidays, and more. While handling the increased volume of calls, the contact center team struggles to retain the quality of human interaction and maintain positive customer relationships. Moreover, contact center and branch service reps deal with inefficient application stack leading to attrition and longer Average Handle Time (AHT) for the customer.
Contact centers are moving from cost centers to strategic assets for the organization.
Virtusa's contact center transformation understands the current KPIs for infrastructure, people, automation, and innovation and sets a benchmark against "best in class" for industry and peer groups. We offer detailed data-driven gap analysis and a roadmap to reach the organization's target state via matrix-driven scorecards. We are equipped with a contact center maturity framework to assess the baseline and identify the target state.
With Virtusa's recommended strategies, banks can achieve:
One of the largest credit unions in the U.S. was looking for a reliable and advanced customer service platform to keep up with the current times. Virtusa helped the bank become more efficient and robust, increase revenue, and improve customer experience.