Training and ramp-up
Customer representatives with banking experience were hired All employees received Information Security Awareness Training in accordance with the standards set by the private bank
Banking customer experience service
A private bank was seeking a customer experience service that would proactively manage customer interactions in accordance with high audit standards and include both inbound and outbound call support. The project had to be carried out in compliance with banking sector regulations and high confidentiality standards.
ComplianceLPPD
98.6%Answer rate
94,1%SLA
What the operation needed to solve
Providing fully compliant outsourced support services in the banking sector, with multi-layered security and audit responsibilities and high-performance targets.
How the model responded
Pusula CX has developed a service model for this operation with a private bank that not only handles call operations but also provides the corporate assurance that a bank requires.
The useful proof is operational, not decorative.
For a UK buyer, the important question is whether similar pressure points can be scoped, controlled and measured in their own environment.
Channels handled
Integrated CRM-based automation system for outbound processes All calls were configured to be routed through private banking systems
Quality controls
An isolated layer for the cx service Specialized hardware designed for private banking systems that has undergone security checks for desktop and laptop PC access. All employees received Information Security Awareness Training in accordance with the standards set by the private bank
Service-level result
Pusula CX has demonstrated exemplary partnership performance in the areas of security, compliance, and operational efficiency by implementing the private bank’s operations from scratch.
How It Was Delivered
- 01An isolated layer for the cx service
- 02Specialized hardware designed for private banking systems that has undergone security checks for desktop and laptop PC access.
- 03Integrated CRM-based automation system for outbound processes
- 04Customer representatives with banking experience were hired
- 05All employees received Information Security Awareness Training in accordance with the standards set by the private bank
- 06All calls were configured to be routed through private banking systems
- 07Real-time reporting and evidence-based recording system established
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