Omnichannel Contact Center Solution
Our contact center delivers unparalleled customer experience driven by
intelligent business process management, skilled professionals, and customizable omnichannel services.
We help financial service institutions achieve:
Enhanced customer experience
Tailor customer interactions with actionable insights from data gathered across multiple channels
Quicker support
Reduce customers' wait times and resolve queries quickly with omnichannel 24*7 operations
Improved bottom-line
Save cost with self-care options, flexible pricing & staffing and a global delivery model
We support clients across multiple geographies and industries with state-of-the-art infrastructure across global locations including in the Philippines. Our easy to implement solution can work with all client systems.
Our contact center expertise
Client Services
- Retail banking, bankcards/ credit cards - Inbound calls: Balance & funds transfer, card replacement, block cards, lost & stolen
- Demand deposit account: Checking & savings account, debit cards, online account, bill pay, and mobile deposits
Self-care Channels
- Email/chat support: Consumer contact center, business account maintenance and centralized request management, legal operations and branch support, mortgage lo and processor communication
- Social media: Monitoring of social media interactions
Collections
- Early & mid stage collections: Outbound & inbound calling, chat and predictive dialing
- Back office support: Collection agency call monitoring
- Skip tracing: Manual outbound calling
- Telephone consumer protection act:Auto & Manual Dialing
- Collection strategy consulting
Dispute Resolution
- Inbound calls for dispute intake & resolution
- Back-office processing: Credit & debit card dispute processing, PIN/ signature disputes and card fraud & non-fraud disputes
Business To Business
- Lender placed insurance tracking- Outbound calls
- Property tax research - Outbound calls
Business impact delivered
35% savings and enhanced customer satisfaction for a centralized commercial banking support center
- Quicker response time that enhanced customer satisfaction
- 35% cost savings delivered from day one
12% improvement in first call resolution to minimize false placement of lender placed insurance
- 53% first call resolution to minimize false placement of Lender Placed Insurance
- Reached 53% first call resolution from earlier 41%
- Reduced false placements of Lender Placed Insurance
- Customer could focus on inbound customer calls as Coforge BPS managed all outbound volumes
Brochure
Coforge BPS has done such a good job of training its team and reducing the amount of escalated items and questions. The team logs items correctly and provides excellent feedback.
AVP, Commercial Execution of a Top 20 U.S. Commercial Bank
Your team has been a vital part of our success in meeting our outbound volumes which allowed us to turn our attention to our inbound needs. We are appreciative of your flexibility in meeting our volumes. Your focus and attention to detail have been very much appreciated as well.
Head, Customer Service of a National Leader in Specialty Insurance
In addition to Contact center services, our solutions also include:
Data & Analytics
Cross-Industry Solution
Enhance data quality & make better business decisions with our Data & Analytics Solutions.
Information Security & Risk Management
Cross-Industry Solution
Prevent threats from information leakages and stay compliant with regulatory needs.
Finance & Accounting Services
Cross-Industry Solution
Optimize costs and enhance efficiency with our Finance & Accounting Services.
Banking Solutions
Business Process Management
Meet superior customer experience with our transformation driven Banking Solutions.
Property & Casualty Insurance Services
Business Process Management
Increase customer satisfaction and achieve greater compliance with our Property & Casualty Insurance Services.
Lender Placed Insurance Services
Business Process Management
Reduce cost and drive operational speed with our Lender Placed Insurance Services.
Card Disputes Solutions
Business Process Management
Increase customer satisfaction and reduce costs with our Card Dispute Services.
Cards Issuing Solutions
Business Process Management
Deliver superior customer experience while reducing costs with our Card Issuing Solutions.
Pre-underwriting Support Solution: LoanAccel
Digital Solution
Drive innovation and speed in mortgage lending with our pre-underwriting support solution LoanAccel.
Mortgage Quality Audits/Checks
Business Process Management
Consistently improve loan quality and process efficiency across the mortgage lifecycle with Mortgage QC.
Property Tax Platform - RETS
Digital Platform
Enhance precision and efficiency in tax servicing with our technology-enabled property tax platform RETS.
QC and Compliance Testing Platform: Copasys
Digital Platform
Achieve an efficient and effective testing environment with Copasys, our automated platform for QC and Regulatory Compliance.
Mortgage Origination Support
Business Process Management
Improve processes and governance while lowering cost with our Mortgage Services.
Mortgage Servicing Support
Business Process Management
Delight customers and achieve quicker turn time with our Mortgage Servicing Support Services.
Default Management Solutions
Business Process Management
Be future-ready and adapt to market volatility with our suite of Default Management Solutions.
Collections Support Services
Business Process Management
Scale up to meet market demands and enhance customer experience with our Collections Support Services.
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