Customer service in the financial sector has hugely evolved over the last couple of years and today it is one of the industries where it is more developed and widely adapted by customers.Today customers expect to be able to interact with their financial provider 24x7 through a myriad of channels, from voice to email, web collaboration and, more recently, video. To offer this type of services, organisations must have top level contact centres to cater customers by helping them with requests and inquiries and to implement campaigns offering new services and products. |
Related Case Studies
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Banco Popular, the third largest financial services group in Spain has created a debt analysis and collection shared-services centre for the whole group (named CARI), equipped with Altitude uCI solutions. Banco Popular is formed by a national bank, five regional banks, and a mortgage bank. A network of more than 2,200 branches and 3,327ATM’s. Remote on-line channels: Internet Banking, Telephone Banking, E-Commerce, Wap, etc. |  |
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Santander upholds a unique position in international banking, with a sound recurrent commercial business foundation and a high degree of geographic diversification to guarantee future business. It is one of the world’s foremost banks in terms of market capitalisation. | |
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Brasilcap is the leader in capitalization assets and it is the result of a very successful partnership established in 1995 between Banco do Brazil, Icatu Hartford, Sul América and Aliança Bahia. With revenues of 670 000€, almost 1 180 000€ of actives titles and about 1,7 million customers, it is based in Rio de Janeiro and has 350 employees. | |
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BRE Bank ranks among Poland’s leading investment banks and is one of the top providers of comprehensive corporate banking services. mBank and MultiBank are BRE Bank brands for its fast-growing retail banking divisions. mBank, the first “pure” internet bank in Poland, has become the leader in internet-based retail banking in Poland. MultiBank, established in the autumn of 2001, puts together internet-based banking and a network of specialized financial services bureaus. Multibank and mBank have recently extended their Altitude uCI solution in order to handle the fast-paced growth of their joint contact centre in Poland. Both banks share the same Altitudeenabled contact centre facilities, located in Lódz, Poland. | |
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Caja España is a financial institution born as a merger among five other banks, Cajas de Ahorros: Caja de Ahorros y Monte de Piedad de Palencia; Caja de Ahorros y Monte de Piedad de León; Caja de Ahorros Popular de Valladolid; Caja de Ahorros Provincial de Valladolid (1940); y Caja de Ahorros Provincial de Zamora. Today, Caja España is the first financial company in Castilla and Leon, and one of the first in Spain, to use an advanced data processing system. Caja España has 538 branch offices greatly distributed throughout the Spanish territory, with 591 cashiers and a total of 2,761 employees. | |
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Founded in 1977, Close Premium Finance (CPF) is the leading provider of premium finance products for the general insurance market in the UK and Ireland. The company is based in Subirton, a suburban area of London, has a sales channel network that consists of 3,000 insurance brokers and currently employs over 300 people, including 80 contact centre staff. CPF is part of the Close Brothers Group, the largest independent merchant group in the UK, and provides over £2 billion a year in insurance premium funding for private citizens and multinational corporations. The company’s contact center provides service to both business lines (brokers) and commercial lines (consumers) and uses technology as a cornerstone strategy in order to deliver customer service excellence. | |
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With its network in Central and Eastern Europe (CEE), Raiffeisen International Bank-Holding AG is one of the region's leading banking groups. Raiffeisen International is a fully-consolidated subsidiary of Raiffeisen Zentralbank Österreich AG (RZB). Raiffeisen International manages subsidiary banks, leasing companies and a number of other financial service providers in 17 markets of the region. Nearly 59,000 employees serve about 15 million customers in more than 3,100 business outlets. This presence provides Raiffeisen International with the most extensive and closely-knit distribution network of the international banking groups active in the region. | |
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Reintegra is Spain’s number one company in debt collection. Its shareholding structure has the backing and experience of three major leaders in their respective sectors: CESCE, SANTANDER CONSUMER and INFORMA. It provides a comprehensive service that encompasses all stages of due and outstanding payments management: telemanagement, prejudicial, litigation and bankruptcy proceedings. | |
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Seguros Bilbao is a multi-segmented insurance corporation boasting a solid and successful history in the Spanish market. Founded in 1918 and with headquarters in Getxo (Vizcaya, Euskadi), Spain, the company employees more than 600 people and provides insurance services for families, professionals and small and medium sized businesses. Bilbao Telemark was created in 2002 and operates outbound selling programs directed towards Seguros Bilbao clients, complimenting the company’s already existing sales network. | |
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Seguros RGA is part of the Grupo Caja Rural, the fourth largest financial group in Spain, with more than 4,000 offices throughout the country, 14,000 employees and more than 7.7 million clients. | |
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The Saudi British Bank (SABB) is one of the leading banks in the Kingdom of Saudi Arabia, with its head office in Riyadh. SABB is an Associate company of the HSBC Group, one of the world's largest banking and financial organizations. | |
