UNCERTAINTY IS IMPACTING FINANCIAL SERVICES
Financial service and insurance companies have a big role to play in keeping consumers calm during a crisis. Economists are predicting that unemployment in the US could reach 15 percent or higher. As consumers who have lost their jobs or have been out of work due to illness struggle to meet financial obligations they’ll lean on their banks and insurance companies for more support.
Extreme call spikes and fluctuating contact volumes may be overwhelming call centers and support teams. Also, as local branches close, restrict hours or experience higher absenteeism, consumers will turn to phone and digital channels for assistance. CGS is here to help. Our global infrastructure and work from home options allow us to serve customers in over 25 languages from around the globe. We’ve accelerated hiring, onboarding and training process to get agents working for our clients faster. Let CGS assist you with customer support, tech support and help desk services, back office and finance and accounting process.
IMPROVING OPERATIONAL EFFECTIVENESS
Financial services institutions and insurance companies face multiple challenges driven by changing consumer expectations, regulations, emerging digital technologies and new competitors while pursuing strategies for sustainable growth.
CGS’s multilingual customer support, help desk and back-office outsourcing solutions help our financial services and insurance customers dramatically improve customer experience, control costs and focus on core competencies, while our enterprise learning team crafts innovative, custom programs, incorporating Machine Learning, AR and VR, that are essential to scaling and upskilling your people, processes and performance.Download Industry Infographic
CUSTOMER CARE OUTSOURCING FOR FINANCIAL SERVICES
Customer Centricity is emerging as a major focus for financial services and insurance companies. According to a recent PwC survey, 31% of insurance executives stated that customer expectations for anytime/anywhere service has been the most disruptive trend for their business.
CGS provides 24/7 award-winning customer support solutions in more than 25 languages covering 2.25 billion people around the globe. Our teams manage simple requests to complex technical support across multiple channels, including phone, email, chat, web and social media, processing 50+million customer interactions per year. We use our proprietary learning solutions to get our agents up and running in the most-effective manner. Our technology allows agents to assist your customers efficiently, and we utilize data from every interaction to continuously improve processes and implement savings.Explore CGS Customer Support Solutions
NEXT-LEVEL LEARNING AND DEVELOPMENT
Augmented reality is bridging gaps by improving employee productivity, data visualization and financial education in banking, finance and insurance companies. CGS’s Teamwork AR is a next-level learning and development solution providing employers with richer and more cost-effective options for onboarding, experiential coaching and knowledge transfer and collaboration.
Using any device, anywhere, you can help your teams boost sales enablement, become experts in the systems used on the job and get up to speed on new regulations.
Powered by high-quality custom content and augmented reality, Teamwork AR solves the ROI challenge for Learning and Development teams in Financial Services.
UPSKILLING FOR EMERGING TECHNOLOGY
There is a clear drive for upskilling diverse workforce to work with emerging technologies in a digital environment. Thus, financial and insurance companies are significantly investing in a learning and curated curriculum. Nearly 80% of financial services leaders responding to PwC’s 2019 global survey of chief executives had seen skills shortages as a threat to their growth prospects. In response, 74% of banking and capital markets CEOs and 73% of insurance leaders believe that using emerging technologies to drive revenue growth will separate high from average performers.
CGS’s clients work with our Enterprise Learning division to build robust programs that include learning strategy, custom content creation, engagement best practices and built-in analytics that tie back to business needs. CGS has a 30+ year history of providing innovative learning solutions. We have a global focus, supporting more than 40 languages.