The customer experience is more important than ever for financial services organizations. In a highly regulated industry, customer service is often outsourced to third-party providers who specialize in meeting compliance requirements while delivering quality customer care.
Outsourcing customer care can help you save money while delivering quality customer service. In addition, by outsourcing customer care you can free up internal resources to focus on other aspects of your business. And, when done correctly, outsourcing customer care can help you improve your PCI compliance.
Financial services call center agents need to have a deep understanding of the products and services they are representing. They also need to be able to handle customer questions and concerns with empathy and professionalism. When outsourcing customer care to a call center, it is important to find agents who have experience in the financial services industry. With thousands of applicants each month, our team hand-picks only the most phenomenal people to add to our expanding network of representatives.
Our team only includes the top talent from across the country – not just locals near a physical call center. This affords us the ability to:
The work-at-home business model provides us with the broadest scope of potential so we can find the best match to partner with your organization and provide first-rate service to your treasured customers.
Financial service organizations experience significant fluctuations in customer service demand throughout the year. To meet these constantly changing needs, many financial institutions are turning to outsourced customer care solutions.
As the competition in the customer service realm has gotten steeper, many businesses are finding it more beneficial to outsource these services. Here’s why:
We take our customers’ and Gig Workers’ security seriously. Our PCI Level 1 certification assures the security of credit card data by meeting a series of requirements defined by the Payment Card Industry Data Security Standards. It ensures that all businesses that accept, handle, store, or transfer credit card information operate securely. We are proud to have Level 1 certification – the highest and most stringent level.
A SOC 2 Type II report is an internal controls report capturing how a company safeguards customer data and how well those controls are operating. Companies that use cloud service providers use SOC 2 reports to assess and address the risks associated with third-party technology services. These reports are issued by independent third-party auditors covering the principles of Security, Availability, Confidentiality, and Privacy to provide an independent assessment of Omni’s security and privacy control environment.
With more efficient staffing, an at-home workforce can handle the same amount of customer interactions as a traditional workforce, but without any added costs or fees. In other words, you’d need 15% fewer employees to do the same job.
With in-person or traditional office-based workers, you’d need to have enough physical space to accommodate and train seasonal staff, which is both costly and impractical. But with Gig Workers, there’s no need for extra space. Our virtual learning design eliminates the need for a physical training room, making training 25% faster than usual. This also saves on costs when it comes to seasonal or ramp training. The time we save from training can be used for even more cost-saving initiatives, like getting rid of the need for a physical workspace entirely – particularly handy during times of the year when said spaces are mostly unused anyway.
On tax day, we had nearly 3,000 GBAs on the phones and handled more than 900,000 contacts during that season. Omni averaged 7.54 hours worked on peak days and was the top-performing team. Even under the umbrella of the partnership with the BPO, Omni was the single largest handler of volume for the tax software company, handling more than 60% of the BPO’s tax software customer support volume.