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With a robust knowledge management platform

Only 37% of financial organizations have a formal CX plan.

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With tons of information of different sorts including policies, loan schemes, interest fluctuations, credit card offers, and more; it becomes vital to have a unified source of information. A banking knowledge management platform allows you to update all this information in a secured repository and making it readily available for agents at contact centers as well as customers on your self service channels.

Banking Knowledge Management Process

Money doesn’t grow on trees, neither does CX

Be it a bank or fintech or lending aggregator; the financial world is fast moving and consumers start ranting if not immediately switch their financial institutions if they feel not answered to their queries. The never ending infusion of knowledge in the financial world makes it difficult to manage especially for agents when they’ve to be worried about security as well as managing higher CX standards for today’s digital consumer.

Some of the CX challenges faced by financial industry

Long queues at contact center

With your agent having too many calls scheduled, the agent quality is considerably affected resulting in a frustrated consumer.

Higher Handle & Hold Time

An agent at times might have to search from a vast and complicated knowledge base. This increases the handle and hold time.

Security Breach by Agents

The account information is highly confidential. A good knowledge management system restricts accessibility & sharing of knowledge.

Ineffective Self Service

When the platforms for self service are not properly supported with a robust knowledge base, it results in an unsatisfied customer.

Incorrect Information Delivery

Finance sector updates every moment and notification delayed in such a volatile market is always unwelcomed thus requiring correct information

Our knowledge management portfolio for banking & financial services

Single source of complete organizational data

Consistency across contact centers, branches & digital

Update regulatory data and distribute immediately

Drive digital CX for customers as well as agents

Our modules

Decision Trees

Interactive decision tree software resolves complex queries and simplifies customer interactions through a series of questions accompanied by multi-choice type answers. This streamlined technical process for support teams and customers has a step-by-step intuitive workflow.

Knowledge Base

A ready repository of the organization’s knowledge can be created, filtered, updated, and accessed by the creator. The assignment of duties and responsibilities can easily be defined by the admin of the knowledge base. Since the knowledge uploaded is delivered on all touch-points, it is checked and approved by admin and super admin respectively.

Picture Guides

It is the visual assistance that agents need while handling complex customer interactions. Picture guides ensures best for agents and users by allowing faster and efficient resolutions using images as a better tool as compared to words.

Chatbots

With Artificial Intelligence on your side, build virtual assistants for customer engagement. AI Chatbots are more efficient and reliable to enrich digital experiences and power human-like exchanges between customers and your services. Chatbots, intelligent enough to pose as humans, allow customers to get right aid at right time.

Benefits For

Agents

In a highly dynamic environment as that of finance, the operating forces are strong are require a specialized hand in the same. When a robust knowledge base is a given, the struggle for better performance no more remains a pressure.

  • Easy findability
  • Reduction in error rate
  • Reduce task multiplication

Customers

With self service enablement, it becomes feasible for the customers to decide the mode of help. Customers feel privileged when given an option to choose from and what better than freedom from call center ring tones.

  • Access information anytime
  • Avoid long hold & call queues
  • Digital Adoption of services

Operations Supervisor

Role of operations supervisor is of inevitable importance as well. The query pertaining to a financial problem involves a lot of brainstorming resulting in an impatient caller. This caller if lost here, will be a customer lost from sale counter too.

  • Lower AHT & Hold Times
  • Achieve SLAs
  • More productive agents

Training & Quality

Onboarding of agents, in reality is one of the most crucial parts of recruitment. Agents with good communication skills are trained in accordance with organization’s workflow and knowledge aiming to achieve an even higher level of C-SAT & CX.

  • Faster training & on-boarding
  • Simplified feedback mechanism
  • Training & assessments for process knowledge

Digital Teams

Majorly responsible for digital transformation of a company backed by robust strategy and planning; an engaging and interactive website or app can reap conversions if it’s friendly and compatible enough for the search engine to crawl through.

  • Drive digital transformation
  • Promote self service apps & website
  • Monetize through digital channels

CX Heads

Consumers can reach out to you through app, website, bot, WhatsApp, social media, text, and call 24×7. Any loophole evident results in degradation of CX and NPS. It is thus essential to prevent any decrease in agent efficiency, learning, and quality.

  • Achieve CSAT & NPS scores
  • Reduce OPEX at contact centers
  • Increase overall brand loyalty

Our expertise in industry driven framework

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