Industry: Financial Services
After installing our app WorldRemit have seen a 25% improvement in their quality scores.
WorldRemit is an online money transfer service that provides remittance services to clients based all around the world. As a financial company that handles multiple transactions per day they have to ensure that each interaction complies with the law and provides the highest customer service experience.
Challenge – monitor compliance and improve quality
As a company that handles multiple transactions across borders every day means that compliance is issue for the company. If an agent doesn’t ask the right question or forgets to make the right check could result in fraud or money laundering which could result in fines for the company. This means that one mistake or deviation from procedure could the company millions in fines and reputational damage. The challenge for WorldRemit was to ensure that each and every interaction that came into their service organisation complied with the law and provided a high level of customer satisfaction.
The In-gage solution – delivering 25% increase in quality scores in a few months
The challenge for WorldRemit was to find an app that could help them monitor each interaction into their contact centre to alleviate risk and provide the best service to customers. As a company they were looking for a tool that could help them monitor and maintain a consistent high level of quality in their contact centres. They were suffering from a lack of visibility of their compliance risk. There was also no sense of whether the quality of their contact centres was matching with their brand identity. Also they were unaware of potential gaps in their training and development program. Then they had the dilemma of how would they measure all the calls and cases that came through their contact centres? In addition to this they were finding it hard to link quality assurance to business outcomes such as customer loyalty.
So they found a match in the In-gage contact centre Salesforce app. We were the only contact centre salesforce app that fulfilled all their requirements to help them improve the quality of their contact centre. As a native Salesforce app our quality module helped WorldRemit to easily score and measure the quality of their service. The In-gage app allowed them to report on critical errors in process thereby allowing them to get a sense of their compliance risk. They were able to measure each interaction easily in salesforce and get real time feedback. Also with the help of our AI technology they can now scan all communication and categorise them based on emotional sentiment and helps them with the easy completion of quality forms. The enhanced reporting has given their frontline team, managers and senior managers insights into the performance of the team, individuals and departments allowing them to deliver greater value to their customers and protect the business.
The results have been tremendous for them achieving:
James the Customer Services Director from WorldRemit had this to say:
“….is an essential part of delivering a great service to customers and gather anonymous feedback that is great for the development and training of managers.”
Daniela from WorldRemit also had this to say about In-gage:
“….an essential part of allowing us to monitor our performance, ensuring that we are delivering a great service to our customers, and providing us with an insight into areas of improvement. With the introduction of the AI and sentiment scoring In-Gage is proving itself to being an invaluable tool to the continued development of our contact centre.”
As a company WorldRemit has been able to achieve remarkable results after using our Salesforce app. They are now able to monitor their compliance risk and provide great customer service that is consistent with their brand identity as a leader in the financial services industry.