Driving greater customer loyalty through credit card call center support as part of omni-channel transformation
The Business Challenge
Provide better phone service to Bank of China credit card holders.
The Solution
Unisys provided consultancy services for call center inbound and outbound call processes; built an integrated omni-channel application for the call center to support all credit card transactions.
Results and Benefits
- Improved customer service, satisfaction and loyalty since calls are answered by the second ring and are well-handled due to availability of relevant information
- Increased credit card business from 200,000 to 80 million issued cards due to credit card support through the call center
- Improved productivity by centralizing the credit card support system
By implementing a credit card services call center, we have been able to grow our credit card business, while reducing our costs.
Zhang Lu
General Manager, BOC Services Co. Ltd.