Account Servicing and Maintenance

Account Servicing and Maintenance

One stop shop for your basic / complex servicing requirements

Teleperformance India, amongst its service offerings, also caters to maintenance of customer accounts for banks. As providers for End-to-end solution for Account Servicing and Maintenance in India for all the account maintenance needs as a single stop across varied products and lines of businesses. Our services rendered includes supporting customers and businesses with general day-to-day banking queries like balance, creating records, legal checks and signing rules maintenance , mandate maintenance across Retail and Corporate clients.

Teleperformance India also handles complex account servicing activities such as feature store pack removals, audit & VAT letters, Intended dissolution, Account closures, order/reorder stationary such as statements, cheque book, credit book, card issuance, card maintenance, post office envelope etc.

Our integrated solutions help banks manage all product lines including payments & deposits.

Our Support services also includes voice, chat and core banking based requests received via self service channels.

Our Support services also includes voice, chat and core banking-based requests received via self service

 

 

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Key USPs:

  • 2 Mn Retail and corporate customers serviced annually
  • Embedding 5 STAR standards to encourage delegates and enhance customer experience
  • TAT for close of Mortgage Journey reduced from 10 days to 24 hours by process restructuring
  • 107K calls  + 215K cases serviced by the contact and back office centers with >95% accuracy score
  • Service 95% branch task easing 6 million customer lives annually
  • 44% Staff reduction as benefit back to bank and also absorbing complex work
  • Omni channel offerings includes support thru voice, non voice, SMS, chat and emails.
  • Management of Multi source acceptance model – brokers, branch & direct

Service Capabilities

  • Product experience capability includes SME Enterprises, factoring / invoice discounting, mortgages, commercial & consumer loans, consumer & commercial cards and vehicle loans
  • Capability of managing more than 75 different account services across 52 different call types
  • 1000 + queries handled through BCHAT on a monthly basis
  • Managing large volumes - 170 different types of customer requests handled with volume of over 100,000 request per month
  • Cradle to grave of servicing fulfilment activities – from account setup, servicing, maintenance, dispute management, payment processing, deposits to closure
Strengthening AI Diagnostic Solutions

Service Capabilities

  • Product experience capability includes SME Enterprises, factoring / invoice discounting, mortgages, commercial & consumer loans, consumer & commercial cards and vehicle loans
  • Capability of managing more than 75 different account services across 52 different call types
  • 1000 + queries handled through BCHAT on a monthly basis
  • Managing large volumes - 170 different types of customer requests handled with volume of over 100,000 request per month
  • Cradle to grave of servicing fulfilment activities – from account setup, servicing, maintenance, dispute management, payment processing, deposits to closure
Technical Support

Value Delivery

  • NPS of 65+ in Omnichannel services
  • £43 Bn worth payments processed average per year with 100% accuracy
  • 22% reduction in servicing customer complaints
  • 2.8 Mn omnichannel interactions annually
  • APT reduction by ~35% TAT reduced by 3 days
  • Multiple in house Suite & tools deployed passing benefit back to banks
  • Automation and Product reengineering to eliminate handoff and quick turnaround
  • Cross trained users to cater to high ‘on-demand’ inflow of volumes

Service Capabilities Across Verticals

Customer Services and Complaints: Managing more than 52 different call types.

Digital Desk: An exclusive platform to address online queries/ Your one stop shop for online queries regarding website and App

Commercial Payments:
 A unique platform that offers a range of business payment solution for businesses of all sizes/ business payment solutions - As all businesses matter

Disputes Management:
 Driving customer advocacy - achieved 97% accuracy chargeback outcomes

Retentions:
 Evolutionary adaptability to new acquisition processes & 70% re-engagement rates on customer retention

Middle Office & Offline Management

Sales

Service Capabilities Across Verticals

Customer Services and Complaints: Managing more than 52 different call types.

Digital Desk: An exclusive platform to address online queries/ Your one stop shop for online queries regarding website and App

Commercial Payments:
 A unique platform that offers a range of business payment solution for businesses of all sizes/ business payment solutions - As all businesses matter

Disputes Management:
 Driving customer advocacy - achieved 97% accuracy chargeback outcomes

Retentions:
 Evolutionary adaptability to new acquisition processes & 70% re-engagement rates on customer retention

Middle Office & Offline Management

Workforce Optimization

Value Delivery Highlights

Consistent Customer Delight More than 75% customer scoring promoters every single month

5 Indigenous Products For seamless and uncomplicated card operations

End-to-end Value Chain

  • Customer Service and Complaints Managements
  • Middle office and offline management 
  • Dispute Management
  • Acquisition & Retention
  • Digital Helpdesk