As a recognized industry leader, Alorica is honored to earn the trust of top-ranked banking, financial services and insurance (BFSI) clients around the world. For more than 30 years, we’ve built and maintained long-standing strategic relationships in the financial industry by outperforming captive and competitor sites and delivering expertise in premium membership support, consultative sales, digital self-services, customer-centric collections and retention programs.
In addition to great care and service, Alorica recognizes that the culture and relationship must also be an ideal fit. Our clients appreciate the engagement and leadership structure Alorica dedicates to financial services, providing full line-of-sight across each client program, service and product line, yielding actionable insights into their customers. Unlike other providers, Alorica’s future-ready infrastructure, including robotic process automation and artificial intelligence, supports ever-changing customer needs. Alorica also provides dedicated Customer Experience Transformation (CxT) engagement consultants to financial services clients as a value-add to improve Net Promoter® results, resolve customer journey breakage points and optimize digital channels. This allows our clients to continually enhance and differentiate their business in a highly competitive and transformative BFSI marketplace.
BFSI CUSTOMER LIFECYCLE SERVICES
• Customer Acquisition
– Lead generation
– Appointment setting
– Welcome calls
– Early engagement
– Terminal tests
– Merchant support
– Purchasing card
•Cross-selling and Upselling
– Fee-based products
– Additional accounts
– Account/credit adjustments
– Loyalty program support
– Fraud detection, investigation and notification
– Credit protection programs
– Early stage collections
– Product fit consultations
– Late stage collections
•Back Office Processing
– Administrative support
– Fulfillment services
– Special projects
ALORICA IN ACTION: FINANCIAL SERVICES CLIENT SPOTLIGHT
Client Quote: “Alorica maintains our largest Center of Excellence which handles more support areas for our customers than any location around the globe. We remain very pleased with your performance and enjoy the nearly 10-year Alorica partnership.” – VP Operations, Global Banking Client
Large financial services companies are often segmented, deploying projects separately. But one of our global banking clients has enjoyed many benefits of Alorica’s Center of Excellence (COE). All 1,200 employees on the account roll up into one Vice President, creating visibility across care, fraud and collections. Since implementation of the COE structure, there is stronger collaboration, accountability and customer insights in each division.
For example, Alorica reviews fraud claims to ensure accuracy and explore potential recovery opportunities to minimize net losses. In six months’ time, Alorica:
• Eliminated large fraud losses, saving the client $100,000 per month
• Outperformed the client’s captive sites in Net Promoter Score® (60% vs. their 45%)
• Reduced average handle times by more than 60 seconds
• Completed 100% of work queues each day due to increased efficiencies
This Fortune 100 company has considered Alorica a true partner for a decade and continues to invest in our team as we move forward with new ideas and plans for our mutual success.
Alorica understands the financial services business inside and out. Our outstanding leadership doesn’t just lift and shift; they are committed to adding creativity, a future-forward vision and value. Because of Alorica’s top talent, culture, processes and technology, financial leaders worldwide invest in us as a consistent go-to partner.
Click here to read more about Alorica’s Banking and Financial Services Solutions.