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Banking, Financial Services and Insurance

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Go beyond regulations, build trusted relationships

Strong customer relationships are a major driver of competitive advantage in the Banking, Financial Services and Insurance (BFSI) industry. Meeting customers’ where they are with personalized solutions is imperative to success.

 

Our digital-first solutions blend skilled people with digital support pathways, AI, automation, and analytics to support the end-to-end customer journey. From acquisitions to cross-sell/upsell and collections, the solutions provide customers the personal touch they crave in a highly secure and compliant environment.

 

As your strategic partner, we are committed to delivering outcomes that move your business forward. Whether it’s handling outbound calls for banking and insurance product sales, back-office services, inbound queries, or conducting surveys for client satisfaction, our solutions elevate the customer journey, increase customer satisfaction, and improve customer lifetime value (CLV).

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Total customer journey support across market segments

We manage customer care, technical support, sales calls, and interactions for diverse financial services firms.
Consumer Banking
Consumer Banking
Retail Banking
Retail Banking
Personal Credit
Personal Credit
Consumer Lending
Consumer Lending
Mortgage Servicing
Mortgage Servicing
Benefit Card Management
Benefit Card Management
Warranty
Warranty
InsurTech
InsurTech
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#ResultsMatter

Financial holdings firm

  • 5% increase in chat adoption and app usage in 3 months
  • 8% reduction in voice AHT
  • 37% lower agent speed-to-efficiency

Banking and financial services company

  • Over $1M in savings annually
  • 95 second improvement in AHT in 3 months
  • 5% increase in customer app use in 3 months
  • 92.5% to 96.4% increase in quality scores in 9 months
  • 30-day reduction in agent time-to-proficiency in 3 months

$1.8B insurer

  • Outperformed all AEP sales channels 3 years in a row

Our Services​

Revenue Acceleration

  • Customer Acquisition
  • Inbound and Outbound Sales
  • Lead Qualification - verification & approval
  • Lead closure - document & application processing
  • Loyalty Program Support
  • Customer Retention, Cross-selling & Upselling

Cost Optimization

  • Customer Service
  • Account Servicing
  • Dispute & Fraud Prevention
  • KYC & Due Diligence
  • Customer Enrollment
  • Dynamic Agent Training Programs
  • Call Transfer Rate Reduction 
  • Process Automation & Optimization

Enhanced Experience

  • Customer Risk Profiling
  • Omnichannel Customer Support - including Conversational AI Chatbots
  • Sentiment Analytics
  • Call Driver Assesment
  • Repeat Call Analytics
  • Customer Churn Mitigation
  • Channel Optimization

How we do it

For over three decades, we’ve helped leading BFSI companies deepen engagement, personalize support, and reduce churn. Guided by our digital-first approach, we take the time to understand your business, your customers, and how they interact with your brand, to design solutions that deliver the desired outcomes. From identifying strong leads to optimizing channel mix to accelerating acquisition to improving cross-sell/upsell.

Increased customer lifetime value

  • Advanced analytics to better understand customer needs as well as prioritize and target customers most likely to convert.
  • Multiple platforms – email, chat, app, website, social media, and voice – so customers can engage on a channel of their choice.

Improved agent performance

  • Fit-for-purpose agents through automated proficiency testing and AI-driven candidate concierge.
  • Next-gen training for ongoing market level learning, development, and cultural sensitivity.
  • Real time dashboards, AI-driven knowledgebase, guided-workflows, and real time service alerts.
  • Programs and interventions to ensure advocate health and wellness.

Elevated experiences

  • Key insights to deliver focused, intelligent, and desired experiences.
  • Curated experiences based on customer profile and preferences.
  • Ability to identify bottlenecks and preempt potential disruptions in service across the lifecycle.

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Do more with our next-gen services

  • Reach out to the right customers, on the right channel, at the right time
  • Prioritize and target high value customers
  • Tailor product messaging to target channel
  • Leverage customer intelligence, personalize solutions, increase average order value
  • Implement sales campaigns based on customer behavior
  • Enable voice-based ordering system using conversational AI voice-based platform
  • Use guided agent workflows to improve sales conversion

Purpose-driven partnerships

long-standing-bfsi

Subsidiary of a large multi-state bank

Credit card acquisition and balance transfers, product cross sell, and indirect mail campaigns

long-standing-bfsi

Leading American tax preparation company

Pre-paid debit card support, location services, balance and transaction support, and travel alerts

long-standing-bfsi

Development finance institution and government agency

Account maintenance, digital banking, wire transfer, loan, and credit card support

long-standing-bfsi

Global business payments and spend management company

Payment card support, balance inquiries, case creation

Industry leading capabilities

General inquiries and account opening to payments and card dispute management
End-to-end customer care & support
End-to-end customer care & support
Top of peer group security ranking, HIPAA HITRUST Certification, PCI-DSS, FFIEC, SOC I, SOC II, GLBA
Outstanding security and compliance
Outstanding security and compliance
Seamless and contextual multi-geo support
AI-based knowledge management
AI-based knowledge management
Data-driven operations, multi-channel efficiencies, and cross-sell and upsell to grow customer lifetime value
Advanced analytics
Advanced analytics
Stellar seasonal ramp record, AI-enhanced onboarding, proven agent incentive structures, and prescriptive sales coaching
Workforce readiness
Workforce readiness
Core best practice operations across all aspects of customer support
Consistent and repeatable
Consistent and repeatable

Meet our experts

David-Jennings

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David Jennings
David-Jennings

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Leadership /
David Jennings

David Jennings

Vice President, Client Solutions

As VP of Client Solutions, David Jennings plays an integral role in supporting ResultsCX clients in Healthcare, Banking & Financial services, and Retail. With more than 19 years of experience in the BPO industry, David’s pragmatic nature and deep familiarity with the customer care environment enable him to support clients with clarity and confidence. He doesn’t believe that “one size fits all” and strives to ensure that our programs are optimized to meet the unique needs of each client and their business objectives.

Vice President, Client Solutions

Clients choose ResultsCX for

Digital tools &
tech capability

Consistency of
results

Top-notch security & compliance

Hiring & retention success

Adaptability & collaborative partnership

Awards & recognition

We have been recognized a leader across all aspects of our work – from Customer Experience Management (CXM) to security to workplace innovation. We believe that every day brings new opportunities to do better and become better. See what industry analysts and customers are saying about ResultsCX
Customer Experience Management (CXM) in Americas 2023 - PEAK Matrix Award Logo - Major Contender
Great place to work
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Beyond operational excellence

revenue-update-icon
Revenue Acceleration
Digitally-led CX strategies, solutions, tools, and accelerators to advance growth and revenues
cost-reduction
Cost Optimization
Omnichannel strategies, resolution-centered approach, and innovative workforce management toolkit to keep a lid on costs
experience
Enhanced Experience
Seamless, responsive, and data-driven experiences that keep customers coming back

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