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Disruptive fintech boosts CSAT by 10% for growing Canadian market
A fast-growing fintech with service in Canada needed a BPO partner that could deliver bilingual support for B2B and B2C customers. Learn how Foundever delivered this support across multiple strategic outsourcing locations.
Lines of business
- Customer service: Product inquiries, merchant disputes and fraud alerts
- Operations: Payment processing and product support
Industry
Banking & financial servicesChannels
Voice, email, chatLanguage
French Canadian, English
The challenge
As CSAT scores fell below expectations, a growing fintech needed help addressing inconsistencies in interval adherence and hold time management. Foundever was tasked with addressing these challenges while also prioritizing growth by providing services across its CX hubs in Columbia, India and Morocco.
The solution
Foundever leveraged decades of financial services BPO expertise to enhance agent training and scheduling. This employee-centric initiative focused on:
-
CSAT improvement: Introduced weekly communication skills training, call listening sessions and process refresher courses to enhance agent effectiveness.
- Interval adherence: Strengthened workforce management via improved forecasting and staffing alignment, eliminating unplanned breaks and overstaffing.
- Hold time reduction: Agents received focused training on active engagement techniques and tools, reducing hold times by nearly a minute in two months.
Additionally, Foundever connected disparate systems to unlock a 360° customer view, ensuring more personalized and efficient customer service. This unified approach facilitated seamless interactions across voice, chat and email channels, enhancing customer engagement.
The results
In three months, the fintech achieved measurable outcomes that greatly improved their operational efficiency and customer satisfaction. These results displayed Foundever’s ability to deliver multilingual support for Canadian customers in multiple geos, including:
- CSAT improvement: From 51.73% in May 2024 to 63.57% in July 2024
- Interval adherence improvement: From 61.04% in June 2024 to 84.50% in July 2024
- Hold time reduction: From 3:14 in May 2024 to 2:25 in July 2024
Foundever’s success in managing agent performance and satisfaction further contributed to the launch of three campaigns, expanded operations and improved operational consistency.
+77%
first contact
resolution (FCR)
+90%
eNPS (Employee Net
Promoter Score)
580
full-time agents