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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