bfsi Archives - Arise https://www.arise.com/tag/bfsi/ Omnichannel Contact Center Solutions Fri, 08 Mar 2024 17:52:01 +0000 en-US hourly 1 https://wordpress.org/?v=6.4.3 https://www.arise.com/wp-content/uploads/2023/09/favicon.svg bfsi Archives - Arise https://www.arise.com/tag/bfsi/ 32 32 How are BFSI organizations preparing and empowering customer care agents to drive high quality, complex interactions and support financial goals? https://www.arise.com/videos/how-are-bfsi-organizations-preparing/?utm_source=rss&utm_medium=rss&utm_campaign=how-are-bfsi-organizations-preparing Thu, 30 Nov 2023 18:01:24 +0000 https://newsite.arise.com/?p=4449 03.59 min

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Ivan_Kotzev_Nelson_Hall_Analyst

How are BFSI organizations preparing and empowering customer care agents to drive high quality, complex interactions and support financial goals?

Keen insights from NelsonHall and Arise Virtual Solutions on managing CX costs with best practices in workforce and talent management.

03.59 min

Ivan Kotzev
Lead Analyst, ​CX Services
NelsonHall​

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]]> What are CX Management outsourcers single biggest need? https://www.arise.com/videos/cx-management-outsourcers/?utm_source=rss&utm_medium=rss&utm_campaign=cx-management-outsourcers Thu, 30 Nov 2023 17:59:27 +0000 https://newsite.arise.com/?p=4448 05.28 min

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Ivan_Kotzev_Nelson_Hall_Analyst

Given what Brands in the BFSI sector are facing and what they are looking to achieve, why is it that they are turning to CX Management outsourcers? What is their single biggest need?

Keen insights from NelsonHall and Arise Virtual Solutions on managing CX costs with best practices in workforce and talent management.

05.28 min

Ivan Kotzev
Lead Analyst, ​CX Services
NelsonHall​

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The post What are CX Management outsourcers single biggest need? appeared first on Arise.

]]> Customer Care in the Banking, Financial Services, and Insurance industries https://www.arise.com/videos/customer-care-in-the-bfsi/?utm_source=rss&utm_medium=rss&utm_campaign=customer-care-in-the-bfsi Thu, 30 Nov 2023 17:54:17 +0000 https://newsite.arise.com/?p=4446 06.01 min

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Ivan_Kotzev_Nelson_Hall_Analyst

Talk about Customer Care in the Banking, Financial Services, and Insurance industries. Where are we today? What’s been the impact of the happenings of this past year on Brands and their CX?

Keen insights from NelsonHall and Arise Virtual Solutions on managing CX costs with best practices in workforce and talent management.

06.01 min

Ivan Kotzev
Lead Analyst, ​CX Services
NelsonHall​

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The post Customer Care in the Banking, Financial Services, and Insurance industries appeared first on Arise.

]]> Flex Customer Support Financial Services During Tax Season https://www.arise.com/case-studies/flex-customer-support-financial-services-tax-season/?utm_source=rss&utm_medium=rss&utm_campaign=flex-customer-support-financial-services-tax-season https://www.arise.com/case-studies/flex-customer-support-financial-services-tax-season/#respond Wed, 01 Nov 2023 18:57:07 +0000 https://newsite.arise.com/?p=3766 October tax season volume handled with care and quickness on The Arise® Platform

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Financial services company seasonal flex Support while maintaining top performance

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Case Study Background:

In 2022, it’s estimated that 19 million taxpayers filed an extension with the IRS for their 2021 returns. And while April 15 is typically what’s termed “Tax Day” in the US, those who successfully filed an extension had until October 17 to file their taxes. This October deadline creates a second volume spike from October 1-17, in the banking and finance industry as customers reach out for help completing their taxes.

Challenge

Solution

  • man_calculator_doing_taxes

    Challenge

    A record number of tax extensions were filed in 2022, creating a surge in contact volume from people needing expert care for the largest personal tax software platform. With a myriad of post-COVID tax changes, many of the questions are very complicated and required a network of Service Partners with extensive knowledge of the tax software.

  • Customer_Experience_Enhancement_happy_customer_service_agent

    Solution

    Creating successful and delightful customer interactions begins with Service Partner support and resources. Agent knowledge is the #1 driver of customer service success and is especially important when helping people file their taxes. To ensure Service Partners had the information and resources they needed, this Arise Customer Success team started preparing months in advance. They created support resources tailored for this October deadline, with extensive detail on all post-COVID tax changes. Additionally, Arise analyzed the most frequent call types and developed highly detailed performance facilitation programs. This ensured the tax software customers received quick and accurate answers to all their questions.

Result

Service Partners on The Arise® Platform generated an overall NPS of 76, 8% above the goal during the October volume spike, leading all BPO providers. During this time they delivered a customer resolution rate of 91%, also above goal. These high-performance metrics of The Arise® Platform reflect the preparation and tailored resources that started months in advance.

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