On-going customer intelligence support for one of the largest commercial banks in Latin America
Growth Decisions Inc. All rights reserved.
About the Client
Client is the private equity arm of one the largest commercial banks in Latin America. The company is a full-service financial institution that provides a range of financial products and services to a diversified individual and corporate customer base throughout Latin America, including Colombia, Panama, El Salvador, Puerto Rico, Peru and Brazil.
Business Challenge
One of their businesses operates a large call center that provides customer support and account information. The company needed to audit call center quality and brought in Growth Decisions to serve as an un-biased party for a periodic quality audit.
How We Helped
Growth Decisions articulated a cost-effective outsourcing solution and project plan to address the client’s quality assessment requirements. We assembled a dedicated team that executes a well-articulated nationwide customer research program to interview and evaluate customer satisfaction with the service provided by the call center on a monthly basis.
Each month, our team contacts the client’s customers through their operating regions to measure:
• Service quality
• Overall customer satisfaction
• Customer loyalty
• Response time
• Areas for service improvement
• Service strengths and weaknesses
Our team interviews a random sample of 100+ customers and provides the client with a detailed research report covering required objectives and program metrics. For the last five years the client has received the required monthly information on time and on budget.
Growth Decisions’s project management and market research capabilities, combined with our ability to assemble an efficient team to attend to customer requirements for specific programs, were a key factor in the successful execution of a project of this caliber and impact.
Assisted leading worldwide financial services institution with identification and validation of key account satisfaction drivers. Proposed 25+ improvement actions to increase retention and deal size.