Building Societies

For years Building Societies have held the trust and affection of their members based on their mutual status and regional heritage. In an increasingly competitive environment, and mindful of their newly regulated status, Societies know they will retain that loyalty only if they continue to differentiate themselves through superb customer service. Indeed, this is currently reflected through the Treating Customers Fairly initiative. However, as customer expectations evolve, only a combination of great people, first class process, great systems and in depth analytics will deliver 21st Century customer service to meet the challenge.

Message Pad has used a decade of experience in providing customer service solutions to create intelligent Contact. Within this customisable process-centric application is a module designed specifically for the Building Society sector. It is available as a “hosted” customer service solution delivered to your staff in your premises; an outsourced service through staff in a Message Pad centre or as a cost effective unique combination of both options which, amongst other things, ensures an “always on” disaster recovery solution at no additional cost.

Key Benefits

  • Efficient process to contact resolution
  • Connect with your clients
  • Work smarter

intelligent Contact recognises that every customer contact in the sector needs to reflect the brand value of the Society and be a direct expression of the customer service ethos appropriate for an organisation with mutual status...Treating Customers Fairly. The service delivery must be flexible enough to incorporate personal branch service with modern communication methods and to achieve consistent measureable quality of service across the channels. To maximise first time call resolution the contact management solution will need intelligent access to databases of customers, prospects, products, FAQs, locations, staff (by skill, availability and location) possibly with regional or regulatory variations. At point of call the data, and its variations, need to be presented to staff in a manner that can be instantly interpreted and understood.

In this challenging environment, intelligent Contact provides a low risk, flexible way of ensuring fast, accurate customer service with in depth metrics yet achieves substantial cost savings over traditional contact centre technology. The solution has been designed to integrate easily with existing Building Society processes and offers a rapid return on investment.

Key Features

  • Effective service
  • Customer knowledge management
  • Productivity improvements
  • Management Information

CONTACT US

For more information about all our hosted and outsourced services please contact us.