Supporting a fintech transition of an EMEA bank by delivering 99% accuracy & SLA adherence.

The background.

A fast-growing credit card company, already operating in several European countries, needed to expand its multilingual customer support while maintaining cost-effectiveness. They partnered with Transcom to design and implement a solution capable of adapting to their rapid growth and diverse regional needs.

The challenge was balancing low-cost operations with the complexities of multilingual and culturally sensitive customer service. The client's rapid growth, coupled with their transition to a bank, created support backlogs and operational strain. They required a partner with deep financial services experience to increase capacity and uphold a high level of customer experience. Transcom was selected to address these challenges and support their continued European expansion.

The solution.

Transcom established a dedicated team in Porto, leveraging its internal quality platform and client systems to maximize service quality and productivity. This scalable solution enabled significant growth, supporting the client's expanding needs. Anti-Financial Crime agents increased from 7 to 35, Payments Operations from 2 to 14, and Complaints from 2 to 8. 

Utilizing advanced tools like Transcom's Agent Assist and Refinitiv World-Check One, agents effectively verify customer identities and combat financial crimes like money laundering. The integrated Agent Assist and T:Perform platforms further empower agents to deliver consistently high-quality service.

The results.

Transcom's cost-effective solutions positioned us as the primary BPO partner for our client's EMEA expansion. Our commitment to quality, evidenced by 99% service delivery accuracy and consistent SLA adherence, ensured seamless operations. Deep understanding of the client's business enabled an enhanced customer experience. 

Supporting their growth into 13 new markets, Transcom scaled to provide multilingual back-office email support in French, Italian, Spanish, Greek, and Dutch, demonstrating our adaptability and global reach. This successful partnership highlights Transcom's ability to deliver both cost savings and high-quality service, driving client growth.