Success Case
Comprehensive transformation of digital and omnichannel Banking customer service.
Client
Leading entity in the Banking sector, with a strong national presence and a broad base of individual customers, companies, and shareholders.
In an environment of accelerated digital transformation, the organization needed to evolve its service model to ensure an omnichannel, secure, and highly efficient experience.
Challenges
Managing digital transformation while ensuring operational excellence and customer experience.
The entity required a strategic Contact Center capable of managing its digital banking and providing customer service across multiple channels, while also integrating new services derived from growth and integration processes.
The main challenges were:
- Managing high contact volumes in online banking and the app.
- Integrating telephone support, social media, shareholders, and specific groups such as Seniors.
- Providing third-level technical support in digital environments.
- Ensuring security and regulatory compliance in all interactions.
- Integrating systems following banking merger processes.
- Managing contract renewals and associated commercial operations.
- Maintaining high levels of quality and satisfaction in a highly demanding environment.
- Ensuring operational flexibility during peak demand periods.
Strategic Solutions
Omnichannel, scalable, and highly specialized Contact Center model.
A comprehensive banking service structure was implemented, combining specialization, automation, and scalability:
- Online Banking and App support.
- Telephone banking and omnichannel service (phone, social media, and digital channels).
- Specialized service for shareholders and the Senior segment.
- Third-level technical support and ATO service.
- Management of contractual renewals and merchant support through dedicated portfolio agents.
- Integration of digital systems and adaptation following banking merger processes.
- Process automation to optimize management times.
- Continuous specialized training program in financial products, security, and customer experience.
- Constant monitoring and analysis of KPIs.
- Operational structure of up to 1,000 agents distributed across multiple national sites.
- Accelerated scaling capacity, onboarding 900 agents in just 2 months.
Results
Operational excellence and scalability in one of the country’s largest banking services.
The implementation of the model allowed for the consolidation of a large-scale digital banking operation with outstanding results:
- Over 6 million contacts managed.
- AAA Certification in AQMETRIX, reflecting high quality standards.
- 99% Chatbot effectiveness, optimizing automation and the digital experience.
- Over 1 million contacts managed in branch support.
- 82% call resolution rate in the branch service.
- 40% conversion ratio in activations vs. registrations in specific commercial services.
- 300% service growth in 18 months, demonstrating scalability and adaptability.
These indicators consolidated a robust, efficient omnichannel model aligned with the most demanding standards of the financial sector.
Impact
The transformation of the service model allowed the banking entity to evolve toward an omnichannel digital ecosystem, combining automation, specialization, and scalability.
The Contact Center became a key strategic partner to ensure operational excellence, security, customer experience, and sustainable growth in a highly competitive financial environment.
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Platinum Awards 2025
First Prize: Best Contact Center 2025
Platinum Awards 2025
First Prize: Best Customer Experience 2025
ECCCSA Awards 2025
Silver Award: Best Employee Experience 2025
ECCCSA Awards 2024
Bronze Award: Most Effective Strategic Transformation Performance 2024
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