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Improved conversion rates by introducing cross-selling for a leading banking and financial services company in India

Customer Profile

Our client is a leading private bank and financial services group in India that offers a wide gamut of financial services spanning across banking, credit and financing, equity broking, wealth and  asset management, investment banking and insurance.

Business Challenges
  • The contact % hovered around 47% while the target was 70%
  • Low successful rate resulted in lower agent wise productivity
  • Since no cross-selling was performed, no revenues were generated

Solution

Calling customers who've shown interest & help them complete A/C opening journey, generate A/C no. & inform regarding A/C benefits & offers

Introduced LIFO method to reach customers in real-time for leads generated during working hours

Introduced auto pacing strategy as a dialing method to improve caller efficiency & reduce abandoned %

Benefits

Improvement in conversion percentage of account opening on overall database

Increase in contact% by churning the data

Training tool enhancement led to improved caller performance

Improvement in average productivity per agent month-on-month

Month
Dec’19
Jan’20
Feb’20
Conversion
9.15
10.5
10.7
Month
Dec’19
Jan’20
Feb’20
Account Generated
9.52
10.49
9.51