ABN AMRO Case Study

Call Center Services, Call Center Outsourcing, Answering Services, BPO Outsourcing and Customer Relationship Management (CRM)

Call Center Services, BPO Outsourcing, CRM, Call Center Outsourcing, Answering Services, Customer Relationship Management

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ABN AMRO
‘Large Global Bank’ –Our Partner since 2003

Introduction

With assets over US $504 billion and an AA credit rating, ABN AMRO Bank ranks among the top 10 banks in the world in size and strength. The bank’s international network employs over 100,000 staff at its various locations in 76 countries around the world including India.

‘ABN AMRO India’ offers various products and services for its core business activities comprising of – ‘Consumer banking’, ‘wholesale banking’ and ‘Private Banking’. The Bank has been serving the business and private financial needs of its customers in India for nearly eight decades.

ABN AMRO Requirement

- To outsource the telemarketing and collections processes for their credit cards, aimed at expanding customer base, reducing costs and increasing profit.

Our Solution

Dedicated IVG teams deploy in - house software solutions for outbound tele calling activities for ABN ‘Credit card sales’ and ‘Credit card collections’

IVG Services include:
»	Selling Health insurance cover to ABN credit card holders
»	Member retention services including:
	- Activating NUNP (never used never paid) accounts
	- Activities aimed at retaining members requesting discontinuation of services
»	Balance Transfer activities for transfer of:
	- Out standings from other Bank cards to ABN AMRO card
	- Member Personal Loan account to their credit cards.
»	Collections Services
	- Debt Recovery up to 30 day delinquency
	- Pan India footprint – operations across 7 major cities supported by around 125 tele callers & field executives
	- Telecalling and follow-up with card holders to collect due amount
	- Customer objections handling, disputes resolution, check / cash field collections; city wise MIS reports

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