Stock brokerages are beginning to realize the importance of maintaining a high level of customer service with their clients or risk losing them to competition.
Overview
Client interactions in stock brokerages are gaining importance as firms are beginning to realize the importance of maintaining a high level of customer service with their clients or risk losing them to competition. To provide customers with appropriate service levels, stockbrokerages need to identify and segment their customers based on value and individual needs, moving from product focus to customer focus. High-value customers must be identified to deliver specialized services, maximizing revenue per customer via cross selling and up-selling opportunities.
Stockbrokerages need to optimize the number of interactions in every single trading session. This means handling a greater number of transactions, or allowing investors to handle their interactions in a self-service manner, or route their transactions directly to dealers.
Challenges
Business Challenges
- Awareness of changes in the market
- Recognise HNIs and important customers
- Revenue generation
Technological Challenges
- Convenience of transactions
Operational Challenges
Offerings
Here is a sprinkling of some of the major offerings Servion has to offer for the vertical
⇢ SELF-SERVICE SOLUTIONS (INTERACTIVE VOICE RESPONSE AND SPEECH)
Servion designs, develops, and implements customer self-service solutions across multiple channels viz., voice and Web. The goal is to enhance employee productivity by effectively enabling customers to use self-service for information relating to financial products and trading related queries.
⇢ AGENT PRODUCTIVITY - COMPUTER TELEPHONY INTEGRATION (CTI)
This intelligent integration of computer and telephone helps enhance customer experience, increase agent productivity, and improve bottom line by providing important details such as customer history and account information before the customer can connect to an agent.
⇢ TELEMARKETING - OUTBOUND INTERACTION MANAGEMENT SOLUTIONS
Servion’s outbound interaction management solutions allow organizations to manage and enhance their outbound interactions. Agents use outbound solutions for customer satisfaction surveys, promotions, pay-in reminders, product information broadcasts, and to cross-sell / up-sell.
⇢ QUALITY MONITORING SOLUTIONS
Voice loggers are designed to record up to hundreds of simultaneous calls. The agent performance optimization solution helps Contact Centers significantly increase agent effectiveness, reduce costs and improve customer service levels.
