Shafra Cader

Before implementing an IVR system, our unit faced an overwhelming number of queries, leading to high call volumes, stressed staff, and impacted KPIs. This burden hindered efficiency and productivity. However, by introducing the IVR, we ensured that only complex, human interaction-based queries reached the call center. This strategic move allowed us to streamline operations, reduce stress, and free up valuable time. As a result, the unit shifted from being a cost center to generating revenue, significantly boosting staff productivity and enabling effective workforce management. This led to increased performance and reduced burnout. Ultimately, this transformation turned the unit into a more efficient, revenue-generating entity.

An analysis within SCB retail banking revealed that retaining clients was more cost-effective than acquiring new ones. As a result, I was tasked with implementing a client retention team. I spearheaded the development of proactive and reactive retention strategies, designed processes, and oversaw ground-level operations. Starting with a few call center employees, we initially achieved a 4% retention rate. Through continuous improvement and team expansion, I built a dedicated team of three members, increasing the retention rate to 45% in a short period. This success transformed the unit from a cost center into a revenue-generating force, improving client loyalty, reducing churn, and driving profitability.

The digitization of the credit card/personal loan application process allowed clients to apply easily through a digital form, significantly reducing processing time and improving turnaround time (TAT). This move not only saved clients valuable time but also cut costs by eliminating paper forms and the need for staff to meet clients in person. In addition, we implemented a video KYC process, enabling clients to complete the necessary verification from the comfort of their homes or offices. This seamless, efficient approach enhanced the customer experience while streamlining operations, improving service delivery and cost savings.