The Challenge
A global bank needed to standardize its customer service across 15 different countries. They faced strict regulatory compliance requirements and needed to offer support in 8 different languages. Their previous decentralized model resulted in inconsistent service quality and security risks.
The Solution
DataLoops partnered with the bank to centralize their customer care operations:
- Security-First Infrastructure: We utilized our "Enterprise Security" protocols to ensure all customer data handling met GDPR and local financial regulations.
- Multilingual Hubs: We established dedicated support hubs with native speakers for all required languages, providing true 24/7 follow-the-sun support.
- Compliance Training: Every agent underwent rigorous, ongoing training on financial regulations and fraud detection.
The Results
The consolidated model not only reduced operational costs by 30% but also achieved a record-breaking 98% Customer Satisfaction score. The bank now seamlessly serves over 2 million customers with a unified brand voice and ironclad security.