Case Study: Financial
Driving revenue through customer experience for a multinational financial services corporation
Improving cardholder NPS® scores with speech analytics
HGS had evolved to support this diverse client’s evolving customer demands, over voice, 24×7, in English. Today, we provide support for all card member inquiries, including membership rewards, payment and balance inquiries, and replacement cards.
Our Philippines location staffs a specialty escalation group handling calls from card members wishing to speak to a supervisor as well as assist calls from agents requiring more detailed product knowledge.
When this client’s focus shifted to driving higher on-target NPS, we turned to the data. An in-depth approach to data mining and analysis helped our team identify the key drivers of performance, allowing us to develop targeted action plans. With strategic coaching plans, we helped drive NPS results to the next level.
The coaching path is designed to grow the leadership potential in our team leaders and managers. This program teaches good leaders to become great and get the most from their teams.
Internally developed program dashboard that houses various reports and analytics. This portal housed and allowed for easy management of the data that drove the results.
Internally developed quality and customer satisfaction dashboard through which we managed direct performance feedback and developed action plans to address agent/team-specific trends, ensuring a consistent customer experience across the program.
Leveraging advanced speech analytics against the type of inquiry, product, and specific team or agent, we were able to identify, and influence customer satisfaction, call abandonment, upsell/ cross-sell, NPS and ultimately customer experience trends. Our approach to each customer interaction became less transactional and more interactive. By using analytics and business intelligence to identify spend patterns, agents are able to ask the right probing questions, enabling them to present the right offer at the right time.
For this financial giant, HGS was able to improve our sites’ NPS year over year, consistently ranking among the top three sites across the enterprise.
Speech analytics, combined with strategic coaching plans, would play a significant part in driving NPS results to the next level.
This client recognized that, through our speech analytics and other unique approaches to driving NPS, we proactively identify and manage issues before they become problems. This proactive insight helps to deliver a direct and significant impact on the business.
“We realized that if we could unleash the power of our customer service organization, we could create amazing value. With NPS ‘promoters,’ we see a 10- 15% increase in spending and four to five times increased retention, both of which drive shareholder value.”
EVP Customer Service
Leading Global Credit Card Company
from the Philippines are supporting this client today