American Express 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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American Express
‘The World’s leading Card provider’–Our Partner since 2001

Introduction

American Express is a diversified worldwide travel, financial and network Services Company founded in 1850. It is a leader in charge and credit cards, Travelers Cheques, travel, financial planning, investment products, insurance and international banking. The company enters the new millennium with over $22 billion in revenue. American express (Amex) has facilities all over the world, including India.

Amex Requirement

- Amex needed a suitable Software solution for better management of its Loyalty records worldwide, aimed at enhancing customer satisfaction and retention.

- Amex (India) wanted a suitable
partner for outbound tele calling activities aimed at enlarging customer base and improving collections.

Our Solution

Software development services
(Via AVANTI- Our UK associate company)

»	Developed software package for Amex (UK) for marketing analysis of card member data base of over 60 million loyalty records from hotel and airline industry.
»	Trend analysis and MIS across 23 relationships
»	Amex is implementing software in ‘Latin America’ also under ‘Best Developed Practices’ banner.
“Savings of more than $500,000 in less than 3 months” - Amex

Outbound Tele calling Services
Customized in - house developed software utilized for outbound tele calling & generation of AMEX MIS reports
IVG activities include:
»	Telemarketing of Amex Corp card – lead generation and closure; Growing existing member accounts
»	Collections on cancelled credit card accounts
	- Debt recovery on 30 & 60 day delinquent accounts supported by around forty tele calling agents and field collections executives
	– Call on AMEX approved call scripts; Follow-up with AMEX card holders to collect due amount
	- Solving customer disputes; customer objections handling; appointment scheduling

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