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Intelenet Global Services - Barclaycard at Intelenet

Gold Stevie Award Winner 2018, Click to Enter The 2019 Stevie Awards for Sales and Customer Service

Company: Intelenet Global Services, Mumbai, India
Company Description: Intelenet Global Services is a leading provider of business process services led by the Intelenet management team, backed by Blackstone, one of the world’s leading investment firms. We are 55,000 people organization spread across 70 global delivery centres across America, UK, Europe, Middle East, Philippines and India; supporting 100+ clients in over 25 languages.
Nomination Category: Customer Service & Call Center Awards Team Categories
Nomination Sub Category: Front-Line Customer Service Team of the Year - Financial Services Industries

Nomination Title: Success Story of Team Barclaycard at Intelenet: End to End Cards Management Value Chain

Tell the story about what this nominated team achieved since the beginning of July 2016 (up to 650 words). Focus on specific accomplishments, and relate these accomplishments to past performance or industry norms. Be sure to mention obstacles overcome, innovations or discoveries made, and outcomes:

In today’s time, contact centres need to be able to manage traditional and newer technology channels as part of their customer engagement strategy. Advisors who want to retain clients and grow their business should use technology along with customer centric approach to provide a one-stop-shop to customers. In the year 2016-17, we as an Organization have seen ourselves embark in automation, major platform changes, breakthrough in terms of LEAN deployment, Robotics and a lot more, to adapt to the new ways of working and help deliver great customer outcomes.

The combination of IGS values of Trust, Value Delivery, Discipline & Care work alongside Barclays values of Respect, Integrity, Service & Excellence is the prime reason for the strong connect between Intelenet & Barclays.

Intelenet Global Services provides support to Barclays and this relationship has evolved into a real partnership over the past 10 years.

Let us take you through some good work done at three sub process of Barclaycard:

VCC - Barclaycard Sales & Services | FAC - Barclaycard Fraud Aftercare | BCP – Barclaycard Commercial Payments

NPS Story at Barclay Card:

VCC: NPS achieved in 2017 was best where VCC was consistently around 60+ NPS. Sentiment Analytics used to understand customer data, customer journeys were simplified. We have seen a 56% improvement and a 19.61-point jump in NPS for the focus groups supported across 2016. We delivered the highest ever NPS score in August’16 at 60.5.

FAC – NPS is a key critical metric for Barclaycard. The Business has transformed and the expectation for NPS has changed from 35 in 2013 to 70 in 2017. Fraud has lead the way across all business areas by being the first to achieve the aspirational target of 70 in 2017. IGS fraud clocked the highest NPS of 73.5 in August 2017 while achieving a YTD figure of 66.8 (target being 65)

BCP: BCP was introduced in Intelenet only in Jan 2017. In Feb 2017, Barclaycard introduced TNPS in BCP. Ever since we have been gauged on our customer satisfaction to TNPS. When we started out journey, we started with a low score of 5 NPS.

Best Complaints Management:

VCC: A change to Intelenet’ s complaints model in 2016 required a ‘UK Escalation Desk’ – a team of Offshore, expert complaint handers with superior interpersonal and communication skills. The Pre- and Post-performance is testimony to reduction in customer complaints and improved NPS.

Average KPI Pre-team in Mumbai Post team in Mumbai
Service level 87.24% 92.36%
Abandonment Rate 1.64% 0.88%
Hold time 50 sec 34 secs

FAC: Out of 100 complaints received 99 Complaints were logged and resolved in 2016

BCP: Achieved a Complaints per contact rate of 0.99% in October. This has reduced by 3%. Promotion of Fix it First approach

Magic Moments:

Creating WOW Moment on calls: Magic Moments are the way of creating an endearing and a lifelong experience for Barclaycard members resulting in fulfilment rate improvement from 72% to 93%

Enhancing Customer Advocacy:

FAC
Green belt project initiated to reduce the ratio in Fraud. The project was successfully closed and an improvement was observed the CPC reduction from 2.6 in Jan 2016 to 1.2 in Aug 16.

BCP
Lean Operations: Through our Lean/Agile journey, we have improved by 20% on our efficiency metrics.

Innovation:

FAC
Delivering Excellence via Innovative Tools: With an aim to reduce fraud losses FAC introduced the which prompts agents to navigate on different screens and identify a potential fraudster. The use of the tool has helped IGS drive down Account takeover losses showing a 400% improvement from Q1 to Q3 i.e. from 42 instances in Q1 to 10 instances in Q3.

BCP
Digitally Fit –Over the months, our team has registered over 15% of the customers calling in and have got over 5000 customers registered for online services