While the UK savings market remains in flux with customers lowering their saving contributions due to the increase in living costs; banks seeking more revenue via a proliferation of value added accounts and insurers being hit by falling investment outcomes the entire BFSI sector as a whole is still trying to emerge from the challenging credit market conditions.
 
HEROtsc’s expertise in the BFSI market provides our prospective clients with a clear assessment of the opportunity to switch to HEROtsc as a more effective provider within their existing contact centre regime and / or align with HEROtsc as new business partners while embarking on a transformational journey.
A journey that takes into account our intimate knowledge of the BFSI market place to effectively partner with our clients in helping them achieve their strategic and tactical goals, using our robust and IP held processes & products that will allow you to:

• reduce and optimize your cost of operations 
• have better and newer revenue streams
• drive down your NPAs  whilst improving your ROI

As a FSA accredited company, HEROtsc currently partners with our clients that represent some of the leading brands in the BFSI sector. We have also partnered with Zurich, Barclays and RBS enabling them to achieve their shorter term tactical goals within budget, on-time and to plan.
 
Our achievements here are :

For Direct Telebanking Client

1. Were client estate leaders in 2010-globally, for the delivery of customer satisfaction programs.
2. Estate leading sales performance- achieved 130% to plan 2011
3. Exceeded client customer self-service objectives by:
   - Internet Banking connections- 300% achievement to plan
   - Return to IVR volumes- 200% achievement to plan
4. Compliance objectives met within a culture of continuous improvement & innovation delivering a 30% reduction in cost per call.

For Banking Telemarketing Client

1. Delivered SPH of 1.2 – 35% above internal benchmark performance
2. Conversion rate of 13% achieved - 25% increase against client target
   - High conversion rate delivers lower “cost per capture” than other client channels,
3. HEROtsc provides significantly above average sales conversion using specific performance management tools developed for the Sales Centre Of Excellence
4. 42% uplift on quality vs. other providers and client in-house operation.

We believe that HEROtsc offer our BFSI clients the following key benefits:

• A proven partner who:
  • has a deep understanding of the BFSI domain and understands the challenges and business requirements in the current business climate; involving businesses operating at wafer-thin margins and the challenge of having the best customer value management / share of wallet, across its customer base.
  • is trusted by other significant BFSI brands to deliver customer management services to their customers.
     
• A strong track record of performance with experience in delivering significant improvement in NPS & Sales through Service outcomes 
   
• A highly committed, trusted and experienced operational team
   
• A robust and fully compliant operational and technical solution providing a low risk & zero cost transition 
   
• Underpinning our service commitment with a competitive price & robust financial Risk & Reward mechanism 
   
• A commitment to drive continuous improvement and service development through innovation and customer insight - using branded in-house products & process IPs and automation tools.

Utilizing methodologies and tools developed by HEROtsc we deliver sales improvements, improving your customer experience and delivering a genuine contribution to your bottom line.

Work Streams include:

• lead generation with new customer acquisitions
   
• credit card acquisition programs
   
• quality and sales verification services
   
• new product launches and current customer offerings including:
  • personal loans, 
  • mortgages, 
  • savings, 
  • bank accounts,
  • home insurance, 
  • credit cards, including balance transfers
  • car insurance, 
  • traveller money
     

Delivering a real reduction in operating costs without undermining the customer experience.

Work Streams include:

• full customer support including:
  • direct debit set-up, 
  • bill payments and balance enquiries / transfers
  • information services
  • database management e.g. data profiling and propensity modeling