As customers demand more self-service options, customer experience has become a top priority for businesses today.
Customer experience (CX), is a key competitive differentiator for companies across industries; it is, therefore, imperative for companies—including banks, financial services, and insurance (BFSI) firms—to invest in this space.
TCS' Customer Experience Management Suite for the BFSI industry caters to the entire value chain – from originations to sales, services, and collections. The suite leverages analytics and multichannel interaction to streamline customer communication and has powerful self-service modules to boost throughput and contain costs.
BFSI enterprises are looking to transform their legacy contact centers that rely primarily on voice.
This leads to high cost of operations as call volumes increase and customer needs become more nuanced. It is, therefore, crucial to explore alternate channels of communication. Additionally, with the advent of new-age technologies and the proliferation of smart devices, today's customers demand easier access to information through many channels for better CX. There is, however, a disconnect between the high-performance, fully digitalized service ecosystem, as expected by customers, and the systems currently in place.
BFSI enterprises should explore multi-channel customer experience management powered by data analytics to meet customers' expectations. This will enable them to achieve the required quality standards while eliminating internal inefficiencies.
TCS has over two decades of experience in managing contact centers for global enterprises across industries. We offer a data-driven, automation-led approach that integrates a variety of service channels into a single pipeline – from inbound and outbound calls to email, web, and chat managed manually or through bots. TCS’ suite spans key service areas, including originations, customer service, collections, maturity and surrender and sales, and so on.