A Leading SME Loan providing company

Client Brief:
The client is a leading loan provider for SMEs. The organization has a call center for lead generation and closure.
Problem statement:
Delight Small Business with the lending experience; so they tell others about
it, even when they don’t get a loan and
Significantly improve call center productivity.

Pensaar’s Approach:
2-day Site visit to the call center to observe and contextual inquiry with 8 agents and 1 manager
Listened to 25 call recordings, first-hand experience of calling into the call center
Reviewed prior findings from research with 90 customers and secondary research on loan market for Small Businesses

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INSIGHT 1

Agent productivity can be significantly increased on inbound calls by reducing Time spent repeating loan criteria multiple times on a single call and documenting small business information for proactive follow-up

INSIGHT 2

Small Business’s experience can be significantly improved if agent communicates more holistically. A mismatch of communication between Sales and marketing team makes the process inconsistent

INSIGHT 3

Lack of integration between the CRM and Core System on solving issues, leaving the agents do transactional calls. Not at all a good call closure.

Ideas were generated based on these key insights.

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