Banking & Finance

Enhanced operational efficiency 

• Outsourcing optimizes workflows and ensures fast and effective handling of customer inquiries, from routine transactions to complex financial services. 

Scalability to manage seasonal or dynamic changes 

• Outsourcing enables rapid scaling of resources to manage seasonal traffic spikes, such as during tax season, promotional campaigns, or regulatory changes, ensuring uninterrupted service and customer satisfaction. 

Access to multilingual support 

• Partnering with an outsourcing provider ensures customer interactions are handled in multiple languages, catering to diverse customer bases and enhancing accessibility. 

24/7 availability and continuity 

• Outsourced customer service teams provide round-the-clock support, ensuring business continuity and uninterrupted service for customers, even during emergencies or peak demand periods. 

Support for sales and lead generation 

• Outsourcing includes lead generation services, such as identifying potential customers for financial products, boosting the effectiveness of sales efforts while allowing your internal teams to focus on closing deals. 

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. 

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.  

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

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). 

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.