Financial Services

Customer care is critically important for financial institutions and insurance companies in order to retain customers who expect a long term relationship. Managers must balance the need to quickly respond to callers against shrinking budgets forced by challenging economic conditions. 

The hosted and premise-based managed service resources of VoltDelta allow managers to proactively enhance customer care in the face of budget cuts or staff reductions. Automated voice recognition and messaging applications deployed without capital expenditures means applications can be quickly deployed and calls immediately answered and serviced without agent assistance. 

The DeltaTouch platform can also make agents more effective by automating targeted calls, and providing call progress detail when a transfer is requested to an agent. 

Application examples include:

• DeltaRoute – Enable voice navigation to the appropriate customer care agent group or corporate resources with DeltaRoute call routing. CallMatch data integrated within DeltaRoute and agent systems can enable routing based on homeowner status and other details associated with the inbound call phone number.
• Satisfaction Verification – VoltDelta’s call recording and reporting application facilitates an ability to search and listen to actual calls. A graphical user interface tracks the entire call from automation to an agent (if required) providing a unique resource for assessing customer satisfaction from the voice of a caller.
• Generate Revenue – Take advantage of VoltDelta’s CallMatch data where all detail including new movers are updated on a daily basis within hundreds of millions of records. Send an outbound automated message via a telephone call with special offers for establishing new accounts or insurance policies.  

 

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