Financial Services

Improve productivity and build customer loyalty

Engage, develop, and retain your agents while driving better CX

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The world’s leading financial services organizations and their partners trust Centrical

The associate experience to enable your frontline customer service, collections, and branch teams.

Transform the Agent and Supervisor Experience

Elevate the associate experience to enable your frontline customer service, collections, and branch teams to deepen customer relationships while lowering handle times and improving quality. Centrical Al frees up your frontline to focus on more complex and value-added customer queries and empowers them to make the most of every customer interaction through real-time performance feedback, Al-powered coaching, and personalized learning.

20%

increase in resolution rate

30%

reduction in early attrition

10%

increase in the CSAT

“We partnered with Centrical to drive associate experience, customer experience, and to elevate our KPIs.”

Scott Dishon

Customer Care Operations Manager, Bread Financial

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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, Al-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 Al-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.

FINANCIAL SERVICES 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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