Bank Brings Compliance and Customer Experience to Forefront

Case Study
Written By Hailey Plaehn
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The
Results

North End Teleservices, LLC (NET) engagement with our client resulted in increased visibility and importance of compliance within the service organization while making compliance an active versus passive function. NET created a Pretext Calling Program℠ focused on risk management to measure FDIC (1) guidance compliance. The Pretext Calling Program℠ is not only for compliance but also a means for individual development, coaching, and training for internal staff. The Pretext Calling Program℠ improves compliance rate, customer experience and provides the bank with valuable business intelligence to make decisions regarding customer services. With our program the bank has decreased their compliance fail rate by 56%.

 
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The
Challenge

As recommended by the FDIC(1) a bank with multiple branch locations recognized a need to audit internal staff compliance with account security questions in telephone conversations with customers. The bank also wanted to measure the customer experience. Outsourcing the compliance and quality audit process to NET provides for independent third-party feedback and objectivity. Our Pretext Calling Program℠ was designed to enhance training, customer experience, Quality Assurance and minimize risk of theft through security compliance.

 
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Scope of
Services

  • Process mapping and consulting

  • Quality Assurance process development, baseline and ongoing management

  • Improve the customer service experience

  • Compliance measurement and validation

  • Telecommunications process development

  • Database development and management

 
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The
Solution

NET Pretext Calling Program℠, is a defined security protocol that tests compliance and provides scoring and quality feedback. NET passed required data and security audits needed for access to banking systems. NET is fully PCI Compliant. Our cloud-based scoring system identifies trends and provides customizable reporting functions. The system allows the bank to not only capture compliance data, but also data regarding customer service, brand protection, transfers, branch information, branch availability and much more.

 

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Hailey Plaehn
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