Success Story

Lotus Bank increased efficiency by 83.24% in managing their customer queries

Lower Call Abandonment Rate

Enhanced Average Call Handling Time (AHT)

Increased FCR while Handling Queries

Increased Team Operational Efficiency

Overview

Lotus Bank based in Nigeria is a financial institution that provides a variety of banking and financial services to individuals and businesses. These services include checking and savings accounts, loans, mortgages, credit cards, and investment options. Lotus Bank is known for its commitment to customer service and for offering competitive rates on its products and services.

We have been associated with Lotus bank for a long time, We are happy to deliver them state-of-the-art banking solutions which helped their phone bankers to handle customer queries & requests effectively.

Challanges

Challenges faced with legacy system

Lotus Bank based in Nigeria is a well-known financial institution that provides a variety of banking and financial services to individuals and businesses. They had several concerns with their legacy system, & noncompetent legacy platform was making a roadblock to their customer satisfaction & service.

  • The client was facing difficulty in managing customer inquiries and providing timely support to their customers
  • The Lotus bank was struggling to manage a large volume of calls, which was the main cause for longer wait times & eventually customer dissatisfaction
  • Lack of customer information during live calls used to lead to a slower resolution to customer queries & most importantly it was one of the major reasons for the communication gap between phone banker & customer
  • Without a comprehensive solution containing standard security protocols, they were facing difficulties in living up to the standard of PCI DSS compliance
PRODUCTS & SERVICES

Our Solution to Lotus Bank

Our tailored solution to Lotus bank helped them to overcome all the challenges & customer service grey areas which they were facing with the legacy platform

Multilevel IVRS

Elision deployed the IVRS platform for Lotus bank so their phone bankers may handle customer inquiries, account information requests, and complaints effectively. The platform also helped customers to access banking services 24X7, which includes services like,

  • Account balances and transaction histories
  • Allowing customers to report lost or stolen credit cards
  • Information on bank products and services
  • Omnichannel Platform

    Elision delivered a seamless omnichannel platform to the client so their customers may leverage multiple channels such as phone, email, and SMS for their banking needs. Our platform integrated all of these channels into a single dashboard, allowing phone bankers to view and respond to customer inquiries and requests quickly & effectively.

    Hotmarking Facilility

    Our Hotmarking facility helped phone bankers to block credit/debit cards immediately to curb misuse due to stolen or lost cards. This facility played a vital role in handling emergency requests quickly & sensibly.

    Functional Environment of offered Solutions

    We have deployed a completely business-fit solution to deliver their customers the best possible experience & their support team to handle requests/queries without any gap & delay.

    1 Server

    Blended Calling

    GSM Gateway

    10+ Agents

    Our comprehensive Omnichannel Call Center Solution is fit for all your business needs!

    Get in touch with one of our experts today.

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