Banking, Financial Services, and Fintech
Get a higher return on your CX investment
Curb the costs of acquiring, serving, and retaining customers
- Be proactive and anticipate needs
- Boost business continuity
- Improve perception of value
Ensure coordinated interactions
Business and Retail Banking
Mortgages and Loans
Cards and Payments
Fintech and Open Banking
CSAT can decrease by about 20% with every additional interaction.
Your customers see one brand and may need help with multiple products at the same time.
Augment as needed
At HGS, outsourcing is a spectrum. It’s tailored to meet the needs of the moment.
Improve contact center ROI
Combining modern, digital delivery with an empathetic, human touch is our specialty. Engage a team with Bots&Brains™.
Virtual agents and chatbots
RPA and intelligent automation
Onshore, offshore, and work-at-home
Optimize with customers in mind
Banking and financial systems are often a patchwork of legacy and modern, on-prem and cloud, and back- and front-end.
HGS assists with any and all of the layers that affect the CX and CSAT — from cloud strategy and contact center telephony, to chatbots and CRM, to the dashboards and analytics that enable you to manage it all.
Untapped features could hold the key to delighting customers. HGS can help — with automation, agent-assist, bots, and more. We design, build, integrate, implement, enhance, and support a digital CX.
Engage, educate, and notify more
82%CSAT leads to loyalty if customers perceive high value – 82% may stay, 86% may increase wallet share, and 97% may promote your brand.
Choose a partner that grows with you
Outsource with peace of mind
Just as trust is a cornerstone of BFS, the same is true for BPO. At HGS, we take the same precautions as your team. We have stringent policies governing personnel, networks, and operations.
We comply with legislation and industry standards such as the Gramm-Leach-Bliley Act (GLBA), Sarbanes-Oxley Act (SOX), PCI-DSS v3.2, as well as ISO 27701:2015 and 9001:2008.
Refresh processes for a better CX
Up to 75 to 80% of transactional operations can be automated. Re-imagine your back office as an asset. Unbiased, programmatic, AI and analytics-enhanced decisions can increase speed, accuracy, and CSAT while reducing risk.
Consult with our CX specialists
Using HGS as a CX facilitator can build consensus. One bank turned to HGS when it became clear that certain leaders saw customer service as strictly a branch concern. They needed to kickstart a CX transformation, so we delivered workshops and a digital CX roadmap.
What types of processes can HGS support?
What channels and queues does HGS support?
At a minimum, we support the following channels: