Payment and transactional services company Worldline said it has rolled out its cloud contact centre solution WL Contact to over 100 European banks.
With customers located primarily in Belgium, The Netherlands, Germany and Luxembourg, Worldline said it was now handling over 190,000 bank cards and taking around 215,000 calls every day on behalf of those banks.
“Despite the difficulties arising from the pandemic, Worldline took on the challenge of rapidly implementing its solution, which primarily aims to deliver enhanced customer relationships. Not only was it an internal challenge for Worldline’s teams, it was also a challenge to meet the expectations of banks, as remote customer relationships are crucial strategically for them. Research shows that 96% of customers who experience poor customer service are less faithful to a brand, whereas the figure is just 9% for those who receive satisfactory service. This relationship with their customers is especially crucial in a COVID-19 world,” said Claude France, Head of Mobility & e-Transactional Services (MTS), Worldline.
Specialist Banking Contact Centre
Handling requests such as balance checks, general bank card information and reporting cards stolen, Worldline said it handled the majority of calls within 20 to 40 seconds, with a call abandonment rate of less than 5%.