Communication behavior is dramatically changing, innovation cycles are getting shorter, and a constant flow of digital solutions is entering the market, all of which have a huge impact on customer expectations. As one of the first, specialized BPO providers for the banking sector, Majorel is the right partner at your side to meet this dynamic market. For more than 20 years, we have partnered with banks and financial service providers to deliver excellent customer service. Today, we support more than 40 banking institutions worldwide – from conventional multi-branch, automotive, and payment services to direct banks, fintechs and neobanks. They rely on Majorel’s more than 50,000 people around the world delivering customer service in 36 languages, across conventional and digital communication channels, and augmented with the best automation solutions, to ensure amazing experiences for their customers.
Today’s customers expect to be able to contact their bank through a multitude of communication channels and regularly switch between individual service offers. Applications range from consultations on investments on social media, to issuing complaints by chat on a bank’s website, making it all the more important to offer and work across a comprehensive range of customer communication channels. In addition, self-service is also becoming increasingly important. A simple and effective search function on a website, for example, can reduce the service center’s contact volume while at the same time significantly improving the customer experience.
Furthermore, a customers’ willingness to change providers increases in interconnected and digital markets, which means that the relationship between customers and banks can be terminated and renegotiated at any time. Today, great quality and easy-to-use products are no longer distinguishing features. Instead, end customers take them as a given, making customer service all the more important when it comes to setting yourself apart from the competition – quality and availability are decisive. If banks and financial service providers wish to secure customer loyalty, they need to create an emotional relationship to the product and the brand. And they only have a few ‘moments of truth’ to do so – for example, in customer service. We’re fully aware of the importance of these moments for the banking sector, and aim to ensure that every customer contact is an experience that really please customers and provides them with the right solution.
Because whenever customers contact their bank, this experience must be useful, uncomplicated, satisfying and express your unique brand essence – whether by phone, social media or chatbot. To achieve this, our total goal is to turn each customer contact into a special experience for your end customers.
If you want to offer your customers unique service experiences, trust our 20 years of experience in the banking and financial services sector.
Andreas Dombrowski
Head of Business Development Banking & Finance
Phone: +49 5241 80-70281
E-mail: andreas.dombrowski@majorel.biz
>4000
More than 4,000 employees in the banking and financial services environment around the world
>40
Our partners include more than 40 banking institutes
>60 million
More than 60 million customer contacts per year
3 of 5
3 of the 5 largest banks in Europe cooperate with us
We believe in service. sometimes we write about it too
Digital, flexible and global: Majorel, a Strong Customer Experience Partner for Neobanks
Customer behavior has been changing in the last few years, and this change is nowhere near complete. Customer actions are becoming more and more digital, flexible, and global. This development is a game changer for the banking sector, and hardly a week goes by without a new neobank reporting considerable growth.
The financial industry is facing unprecedented challenges. Established business models of banks and savings banks are being called into question from several directions at once:
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