Finance - Centrical

Financial Services

Maintain compliance and build customer loyalty

Keeping customers happy, while managing complex processes and compliance regulations is a challenge. Elevate the associate experience to enable your frontline customer service, collections, and branch teams to build customer loyalty with every interaction. Empower associates to own their success, while ensuring quality and compliance with real-time performance feedback, AI-powered coaching, and personalized learning.

Improving EX and CX for the world’s leading financial services organizations and their partners

See Centrical in Action

Changing the game for financial services teams

20%

Increase in Resolution Rate

30%

Reduction in Early Attrition

10%

Increase in CSAT

“Employees’ engagement in the learning process is amazing.”

Neomie Rothnie
QA Manager, Customer Care Payoneer 

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FEATURES

 Elevate the associate experience

Actionable, Gamified KPIs

Leverage operational data to provide employees real-time performance visibility and make KPIs actionable with connected learning and coaching.

Personalized, AI-Driven Microlearning

Mitigate risk, improve resolution rates, and maximize selling opportunities with performance-driven microlearning.

Easy, Effective Coaching

Support stronger, empathetic supervisor and associate coaching conversations with AI-powered coaching insights and recommendations that make coaching efficient and timely.

Full Suite of Engagement Tools

Inspire and motivate employees to improve performance and engage with training through competitions, dynamic leaderboards, milestone badges, rewards and recognition.

CUSTOMER STORIES

Create a culture of learning to reduce risks and ensure compliance

Payoneer’s customer care associates must be aware of changing regulations in financial services. As a global team providing round-the-clock support, daily-face-to-face briefings were impractical. It heightened risks and the potential for non-compliance. With Centrical, Payoneer cut the time to create new learning items in half and boosted compliance and post-learning assessment scores.

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Top-tier financial services company supercharges training and performance

A top-tier consumer financial services company operates several global facilities for training its customer support personnel. It wanted to both shorten training time and ensure it achieved desired behaviors from employees. The company found Centrical lets them leverage performance data to fine-tune the training needs of each employee. The results were phenomenal.

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Featured Resources

eBook

Top 10 Financial Services Contact Center Metrics (That Your Culture is Killing)

Agents in the banking, financial services, and insurance (BFSI) vertical have an especially challenging role, and in times of economic downturn and increasing competitive pressure, delivering an exceptional customer experience and meeting various metrics (especially CSAT) is critical for organizational success.

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eBook

Attrition in the Contact Center: Trends in Combatting Employee Turnover

BPOs and enterprise contact centers see high turnover, and an equally high cost with business disruption. But consider this: according to one study, highly engaged employees are 75% less likely to leave their company. In this article, we’ll dive into what contributes to high attrition rates, the impact attrition has on frontline teams (and the organization), steps to take to fight turnover, and how Centrical can help.

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eBook

18 Critical Debt Collection KPIs and How to Meet Them

Since 2019, consumer debt has vastly increased – as has the number of debtors. This growing number of debtors (consisting of both consumers and businesses), as well as new regulations in some parts of the globe, has increased the need for an efficient, optimized, and productive debt collection workforce, with increased scrutiny on evaluating collections trends (performance, productivity, etc.) on both a micro and macro level.

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