An international bank came to us with a challenge (which we love!). Its lengthy online account application process was taking too long for customers to complete and sales were being lost as a result. At the same time, occasionally there were fully trained agents in its contact centres waiting for the next call to arrive. Opportunity? Oh yes.
ContactPartners worked with the bank to create a streamlined online application process that could make use of this available resource for a better customer experience by gathering only vital customer information before being passed to a waiting human to continue the sales journey. The shorter form option was a roaring success and did wonderful things for the bank such as boost conversion rates by more than 38%, increase application volumes and improve NPS.