HTMT Global with its vast experience and complete knowledge of the Banking and Financial services industry is today one of the leaders in the industry. The company’s competent capabilities have helped to provide the best to its partners and guide them through every stage and phase in the most efficient manner.
HTMT Global has identified 4 phases in a Customer Service Lifecycle. These are:
Acquisition – This is the first phase where the potential customer is identified and targeted for further dissemination of information of product services.
Activation – In the next phase, the qualifying customer is made to enroll for the services, followed by a detailed verification of the customer’s details.
Servicing – All customer enquiries get addressed at this stage.
Retention – All steps are taken to ensure highest levels of customer satisfaction at this stage.
The model below explains the 4 phases in detail with the different activities involved in every stage.
All the stages of the Customer Life Cycle are supported by E-mail, Voice Chat, a blend of voice and email and Back Office Services.
HTMT Global offers services par excellence in the following areas:
Handling card acquisition for consumers
Credit card application form encoding
Providing all facets of customer service and inbound selling
Providing inbound customer care including inbound selling on a 12x5 operations (Australian customers)
Handling Peso Platinum/ USD/ Platinum IDC, Consumer (green & gold card) and Corporate Platinum calls on a 24x7 operations
Handling Corporate Card members via phone transactions; email and fax management
Handling all billing related queries
Providing inbound payment by phone
Account information and grievance handling and escalations
Services 'Global Fortune 500 Banking & Financial Services' clientele’s customers across North America, Europe, Australia and Asia.
Over 800 agents handle 12 million customer interactions per annum.
Offer end-to-end services right from inbound customer service to outbound telesales, verification & fulfillment.
