Challenges abound in today’s financial services marketplace. Customer loyalty is declining. Price transparency is increasing. Acquiring, retaining and satisfying customers is becoming harder and harder. Financial services firms are looking for solutions to address the customer experience challenge – for ways to grow customer wallet share, retain customers and acquire new customers.

Take the experience of a top provider of prepaid card solutions. The company was looking for ways to boost customer responsiveness and increase sales by improving its credit card application process. Its pass rates were mediocre – never above 75%, meaning that more than 25% of credit card applications were declined. The company turned to the TELUS International group of companies (TELUS International) for help. As the global arm of a multi-billion dollar, full service telecommunications provider, TELUS International delivers world-class contact center, IT and business process outsourcing solutions to some of the world’s largest and most respected corporations.

TELUS International is now the exclusive outsourcer for this client’s prepaid debit card programs. We handle an average of 100,000 calls per month, providing complex customer care including billing inquiries, account activation/status, applications order taking and disputes handling. By contacting applicants to improve information accuracy, TELUS has increased the average pass rate to 85%.


    To download the full brochure, click here (TI_Financial_Services.pdf)