Financial services organizations can often find undiscovered engines for growth within their own walls.  The best banks and insurance companies are able to convert up to 4% of all inbound calls into additional sales, and a further 5% of calls into relationship-enhancing offerings, such as direct deposits, consolidated statements and overdrafts.  At these conversion rates, inbound call centers can generate yearly new product sales totaling as much as 10% of a bank’s branch network production.  Put differently, every six to eight inbound service agents can handle a full load of service inquiries and generate as much new retail business in a year as one mature branch. Many banks and insurance companies are mired in their attempts to inaugurate this kind of growth engine, but Trindent will help you do the following:

• Implement a superb experience at all customer touch points that prevents high volumes of non-value-added complaints, transfers, billing discrepancies or queries.
• Promote a directed cultural change that makes an absolute commitment to cross selling.  Service agents must truly believe that bringing customers needs to light is part of providing superb service.
• Build agent skill levels with words that work and natural-sounding dialogues, rather than scripts which tend to sound inauthentic.
• Route calls to agents who are most likely to provide a compelling experience.  One version of this is called ‘harvesting’ or pulling a select few of the 80% to 90% of customers who never reach an agent and taking advantage of that opportunity to have a conversation with them.

Trindent’s financial service expertise goes beyond the call center walls as well.  We realize that delays and inconsistencies in back-office functions can result in lost opportunities, cancellations and irritations before a customer relationship is even formed.  We will help you to do the following:

• Map out the constraints and variances in your back-office function.  Whether it be documentation errors, ill-defined processes, or excessive backlogs of work at certain stages, Trindent is an expert at fostering throughput and cycle time performance gains.
• Address the causes of lost time that are most significant, and identify critical customer touch points which can be enhanced to stem cancellations and opportunity loss.
• Install real-time system for managing that tracks key volume and performance indicators such as cycle time, productivity, error rates and barriers to performance. 
• Foster management behaviors that inspire active supervision and continuous performance improvement.