BPO
Customer service
Outsourcing
Technologies
Banking & Finance
Banking & Finance
Customer support and BPO services for banking and financial institutions
Customer support, back-office operations, onboarding support, and AI-powered automation designed for regulated environments.
Supporting customer experience, compliance, and operational resilience
Operational support, customer service, back-office processes, and AI-powered automation for banks, lenders, fintechs, insurers, and regulated financial institutions.
We combine advisory, technology, and delivery to help organizations improve operational efficiency, strengthen compliance, scale customer operations, and enhance customer experience.
Operational excellence for regulated industries
With years of experience, strategically located delivery centers, and a strong operational infrastructure, Axendi has the resources to deliver customer service and BPO solutions with speed, flexibility, and consistency.
16+
years of experience
15+
languages
6
operational centers
1700
agents
ISO
27001
2M+
AI-driven interactions handles annually
Financial institutions face increasing operational pressure
Banks and financial organizations operate in an environment where customer expectations continue to rise while regulatory requirements become more complex.
Teams are expected to improve customer experience, reduce costs, maintain operational resilience, manage compliance obligations, and support digital transformation—all at the same time.
Common challenges in banking customer service
Increasing customer contact volumes
Growing demand across channels creates pressure on service teams, response times, and operational capacity.
Rising operational costs
Organizations face ongoing pressure to improve efficiency while maintaining service quality and regulatory compliance.
AML and KYC process complexity
Evolving regulations, growing workloads, and documentation requirements make compliance processes increasingly resource-intensive.
Fragmented customer journeys
Disconnected channels, systems, and processes can lead to inconsistent customer experiences and reduced operational visibility.
Pressure to improve service quality
Financial institutions must balance customer expectations for fast, personalized service with operational efficiency and compliance requirements.
Onboarding and verification bottlenecks
Manual onboarding and verification processes can slow customer acquisition and increase operational workloads.
Manual and repetitive processes
High volumes of routine tasks consume valuable resources, increase costs, and limit opportunities for automation and optimization.
Regulatory and compliance pressure
Keeping pace with evolving regulations, audit requirements, and operational controls requires significant resources and expertise.
Delivery
Multilingual customer support, contact center services, back-office operations, onboarding support, and process execution delivered by dedicated teams.
Advisory
We help identify process bottlenecks, assess operational risks, optimize customer journeys, and design scalable operating models aligned with regulatory requirements.
Technology
AI agents, automation, analytics, interaction intelligence, quality assurance tools, and workflow optimization solutions help reduce manual work while maintaining compliance and visibility.
Our solutions
Customer support & contact center
Managing customer interactions across voice and digital channels while maintaining service quality, compliance, and customer satisfaction.
Customer onboarding & verification
Supporting customer acquisition, identity verification, and onboarding processes to improve efficiency and reduce operational workloads.
Banking back-office services
Managing administrative, data, and document-intensive processes that support day-to-day banking operations.
AI & automation
Using AI agents, voicebots, workflow automation, and analytics to improve efficiency and reduce manual work.
Quality assurance & analytics
Providing operational visibility through interaction monitoring, compliance oversight, reporting, and performance management.
AML & KYC support
Supporting customer due diligence, document verification, data validation, and compliance-related processes to help financial institutions manage regulatory requirements efficiently.
Compliance & operational support
Supporting documentation, case management, audit preparation, and administrative processes that help maintain compliance, governance, and operational consistency.
Collections & customer retention
Managing customer communication related to payment follow-ups, account servicing, and retention activities while maintaining a positive customer experience and regulatory standards.
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Why financial institutions choose specialized outsourcing partners
Compliance and risk management
Processes designed to support regulated environments and strong governance frameworks.
Operational resilience
Scalable teams, business continuity planning, redundancy, and operational flexibility.
Security
ISO 27001-certified information security management and mature operational controls.
Transparency
Clear reporting, SLA management, quality monitoring, and performance visibility.
Why outsource banking and financial services operations to Poland?
Highly educated multilingual workforce
Access to skilled professionals supporting customers and operations across multiple languages and markets.
Strong financial services and BPO ecosystem
A mature outsourcing sector with extensive experience supporting financial institutions.
EU regulatory environment
Operations delivered within a regulatory framework aligned with European compliance and data protection standards.
Competitive operating costs
Cost-efficient delivery without compromising service quality, expertise, or security.
Mature technology infrastructure
Modern technologies and digital capabilities that support secure and scalable operations.
Proven experience supporting international organizations
A long track record of delivering services for global companies and regulated industries.
Our in-house and fully customized technological solutions
AI interactions
Enhancing banking operations through intelligent AI agents that streamline customer onboarding, assist employees with quick access to knowledge bases, automate data entry, and ensure consistent support across internal workflows.
Automation
Automating routine processes, workflows, and back-office tasks to improve efficiency, reduce manual work, and ensure consistent operations.
Analytics
Providing real-time insights into customer behavior, operational performance, and service quality to help banks make data-driven decisions, optimize processes, and ensure compliance across all touchpoints.
Quality & Insights
Structuring customer experience quality management, insights and continuous process improvement.
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What banking and financial services processes can be outsourced?
Financial institutions commonly outsource both customer-facing and operational processes to improve scalability, efficiency, and service quality while maintaining governance and compliance oversight.
Customer Service
Inbound and outbound customer communication across voice and digital channels.
Customer Onboarding
Application processing, document collection, and onboarding support for new customers.
KYC Support
Identity verification, customer due diligence, and data validation processes.
Complaint Handling
Case management, customer communication, and complaint resolution support.
Back-Office Administration
Data processing, document management, and administrative workflow support.
Collections Support
Customer communication, payment reminders, and follow-up activities.
Fraud Operations Support
Investigation support, case administration, and escalation management.
AML Operations Support
Documentation, alert review preparation, and compliance-related administrative activities.
Can an outsourced contact center handle sensitive customer data securely?
Yes, outsourcing providers implement advanced security protocols, including encryption, secure communication channels, and restricted access – all according to local regulations. Additionally, agents are trained to follow strict confidentiality guidelines.
How do outsourced contact centers use technology to enhance customer service?
They leverage tools such as AI-driven voicebots and chatbots for faster response times, CRM integration for personalized interactions, and advanced analytics for customer behavior insights, helping improve service quality and efficiency, among others.
How can outsourcing improve customer satisfaction in the banking sector?
By providing 24/7 support, reducing wait times, offering multilingual services, and delivering accurate assistance, outsourcing partners enhance the overall customer experience, boosting satisfaction and loyalty
How is performance measured in an outsourced contact center?
Every project has specific objectives which determine certain Key Performance Indicators (KPIs). However, the common KPis used to monitor and optimize service quality are:
- First Call Resolution (FCR)
- Average Handle Time (AHT)
- Net Promoter Score (NPS)
- Customer Satisfaction (CSAT).
Is outsourcing cost-effective for banking operations?
Yes, outsourcing helps reduce overhead costs, including expenses related to infrastructure, training, and recruitment, while offering access to skilled agents and advanced technology. Western European and American companies outsourcing contact center services to providers in Poland can achieve both high-quality customer service and significant cost savings, thanks to the region’s competitive labor costs.
Looking to outsource your customer experience processes?
Let’s talk. We specialize in B2B outsourcing for contact center, helpdesk, telesales, and other BPO services and technology.
Share your business needs in the form and one of our experts will contact you within 24 hours to discuss your project scope, delivery model, and pricing.