Driving greater customer loyalty through credit card call center support as part of omni-channel transformation
Provide better phone service to Bank of China credit card holders.
Unisys provided consultancy services for inbound and outbound call processes and built an integrated omnichannel 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 the 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