Case Study: BOC Services Co. Ltd. boosts customer loyalty and credit card growth with Unisys omni-channel call center support

Driving greater customer loyalty through credit card call center support as part of omni channel transformation

BOC Services Co. Ltd., a subsidiary of the Bank of China, needed to provide a higher quality phone support experience for its credit card holders. To meet this challenge, they partnered with vendor Unisys for consultancy services and an omni channel solution.

Unisys implemented a centralized call center application to handle all credit card transactions, improving both inbound and outbound processes. This solution dramatically grew the company's credit card business from 200,000 to 80 million issued cards. Unisys also helped improve customer satisfaction with faster answer times and more efficient service, while simultaneously reducing operational costs.