For financial institutions, the quality of customer service isn't measured by customer satisfaction alone. It is directly tied to many metrics, such as attracting new customers, increasing loan disbursement, improving repayment, and reducing operating costs.
Let's imagine.
Suppose an NBFI (non-bank financial institution) receives an average of 300 calls a day. If just 10 percent of them go unanswered, that means 30 people a day couldn't reach the organization. Some of them might be new customers, some might be trying to resolve an overdue payment, and some might be just one step away from choosing a competitor. A missed call isn't just one call—it's a lost opportunity.
In this situation, most of the problems banks and NBFIs face—keeping customers waiting too long, being overwhelmed by questions, and growing employee workloads—are related to how customer communication channels are managed, the flow of information, and response speed.
Let us introduce solutions that solve these problems in one place, improving service quality while boosting your organization's productivity.
1. Can you review call recordings when disputes or misunderstandings arise?
By fully recording and storing conversations between customers and agents, you can replay the actual interaction when needed and resolve disputes and misunderstandings with evidence. In addition to monitoring inbound, outbound, and missed call reports in one place, you can integrate with the other internal systems your organization uses to get even more detailed information.
This collects the real data needed to monitor contact center performance, evaluate employee productivity, and continuously improve service quality.
Beyond that, common questions such as “What are the loan terms?”, “How do I check my overdue payment?”, and “Until what time is your branch open?” come up every day. With a chatbot and IVR, you can answer these questions 24/7, call back missed calls, and significantly reduce employee workload.
CallPro Voice routes call flows correctly, uses IVR to give fast answers to common questions, and lets you log and call back missed calls and listen to call recordings.
2. Do debt collection calls take up most of your team's time?
When loan repayments are briefly overdue, automated calls can quickly deliver payment reminders, while agents personally contact customers with long-overdue balances to clarify the situation and discuss repayment solutions. This makes the debt collection process more effective and systematic, and your team no longer has to spend all its time making calls.
In debt collection, most organizations contact non-paying customers many times but don't consolidate and store previous conversations, agreements, and information. This creates risks such as calling the same customer again or giving incorrect information because of not knowing about previous interactions.
But when every call is logged and the history can be viewed in one place, the debt collection process becomes more reliable and evidence-based. You can decide based on real data which customers have received reminders, who you've reached agreements with, and who needs to be contacted again.
CallPro Agent, our agent outsourcing service, professionally handles a wide range of outbound calls to your customers on your organization's behalf.
3. Do your customers complain they never received information?
Delivering timely information to customers is one of the key factors that defines service quality at financial institutions. Every day, banks and financial institutions send many types of messages, such as payment reminders, loan repayments, transaction notifications, confirmations, and one-time passcodes (OTP). With an automated messaging solution, messages are sent to customers promptly and systematically, reducing the risk of errors. Because every message can be tracked, the flow of information becomes more reliable. As a result, late payments decrease while customer trust and satisfaction increase.
CallPro Text integrates via API with a wide range of systems and software, fully automating message sending.
4. Are you still using messages only for reminders?
Marketing for financial institutions starts with building regular, valuable relationships with customers. Viber Business Messages reliably delivers important information such as new products, exclusive offers, promotions, discounts, loan offers, payment reminders, and OTP codes to customers wherever they are in the world. You can also send more engaging interactive messages with images, videos, and call-to-action buttons.
Reliably delivering many types of information through a single channel streamlines your operations and helps improve the customer experience.
Use interactive messages to deliver your ads and information in a fresh way.
Viber Ads, meanwhile, is an advertising channel that puts your organization in front of thousands of customers in an eye-catching way and helps you effectively promote new products and services. You can optimize your campaigns based on customer responses and run higher-ROI marketing using all-new ad formats.
The most effective way to reach your customers is through the channels they already use.\
5. Are customers contacting you on every channel at once?
As social platforms multiply, customers chatting across different channels has become everyday behavior. They don't stick to one channel—they communicate on Facebook, Instagram, Viber, and more at the same time, leaving feedback and questions everywhere. In this environment, organizations need to stop viewing each channel separately and instead understand each customer's full communication history in one place, responding consistently to requests wherever they come from.
Only organizations that understand this new customer behavior can deliver faster, better-coordinated service.
With CallPro Social, you can unify all channels—Facebook, Instagram, Viber, WhatsApp, and more—into business inbox management and centralize every chat in one place.
To learn more about a solution tailored to banks and financial institutions that lets you manage calls, messages, and social chats from one platform, leave your details below. You can also call our consultants at 7272-7070 to choose and implement a solution that fits your organization's needs.
