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US FINANCIAL SERVICES

SUPPORTING RETAIL BANKS, CREDIT CARD PAYERS, PAYMENT PROCESSORS, MORTGAGE/COMMERCIAL LENDERS, INSURANCE PROVIDERS, AND CONSUMER LENDERS

There’s no question that in today’s business world, customer experience and exceeding consumer expectations are front and center when it comes to financial services companies standing apart from competitors. Providing customers with the service and experience they expect isn’t as easy as it used to be—the development of digital technologies, social media, and mobile devices has propelled the rise of new channels, and the need for more security processes to guard against data leaks and breaches has increased.

In order to satisfy the needs of consumers today, financial services companies must become more proactive with customer interaction and protection.


THE FRAUDSCAPE

According to a 2014 global data breach study that included 314 companies from 10 countries, the average total cost of a data breach increased 15% from the previous year, to $3.5 million.

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*Ponemon Institute, “2014 Cost of Data Breach Study: Global Analysis,” ponemon.org, 2014

 

The number of cyber attacks and data breaches in the past few years have cast a watchful eye on rising fraud rates. A research firm specialized in data protection and information security policy found worrying results:

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Teleperformance offers a proactive approach to fraud prevention and security through the following components necessary to increase safety of our clients’ data, helping our clients avoid financial losses and negative impact to their brands:

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Teleperformance has the expertise and knowledge of how to design, build, and execute a world-class omnichannel customer experience featuring Best-in-Class security practices.


US CREDIT CARD INSIGHTS

The Teleperformance Customer Experience Lab (CX Lab) recently conducted research on the US credit card sector and published the “Customer Interaction Report: Credit Cards,” which analyzed both channels offered by credit card companies and customer channel preferences. Results showed that click-to-chat, a top three preferred channel, is offered by only 60% of the card issuers analyzed. 

Customer Multichannel Interaction

Customer Multichannel Interaction

Companies that do not offer click-to-chat (40%) could be losing ground in some very important areas and may be failing to reach younger generations of customers:

Customer Preferring the click-to-chat channel by generation, USA

Customer Preferring the click-to-chat channel by generation, USA

US RETAIL BANKING INSIGHTS

Teleperformance research* shows that retail banking customer interactions on social media indicate that the most relevant attribute impacting a company’s brand advocacy is customer service (including both positive and negative comments), suggesting that the topic of customer service alone is responsible for generating a high volume of posts on social media.

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* Teleperformance Social Media Buzz Monitoring Analysis

 

The connective and customer-relationship-building power of social media makes it worthwhile for banks to communicate and offer customer service on platforms such as Twitter and Facebook. Helping customers with questions and issues about their accounts, sharing information about financial products, and providing tips on personal finance can increase customer loyalty and therefore reduce costs through retaining a current customer base rather than always trying to replenish it. Banks can also use the platform to publicize new products and promotions, which can bring in more revenue.


PROVIDING EXTENSIVE EXPERTISE IN THE FINANCIAL SERVICES INDUSTRY

PROVIDING EXTENSIVE EXPERTISE IN THE FINANCIAL SERVICES INDUSTRY
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