Case Study: a leading provider of prepaid debit cards and financial services achieves higher customer satisfaction with Sutherland Global Services

Leading Provider of Prepaid Debit Cards and Financial Services - Customer Case Study

The client, a leading provider of prepaid debit cards and financial services, faced a significant decline in its Net Promoter Score due to disruptions from mergers and acquisitions. Sutherland Global Services was engaged to transform the customer experience by handling all new business and inbound customer service calls related to refund transfers and anticipation loans.

Sutherland implemented a solution using 100% call recording and screen-capture CRM tools to analyze interactions and identify process gaps. This approach, coupled with a secure Citrix interface for data protection, ensured consistent service quality. The partnership resulted in 80% of calls being answered within 60 seconds, a 7% reduction in abandon rate, and an average customer satisfaction score of 8.5 out of 10.