In the highly regulated US banking industry, customer experience and operational efficiency are critical. Studies show that 83% of customers could switch to other financial services providers after a poor experience. In this environment, strong operational support is essential for financial institutions (FIs) to improve efficiency, maintain compliance, and drive innovation. Quinte Financial Technologies (Quinte) has a comprehensive approach to bringing exceptional outsourcing services into action through highly performing 24/7 Service Desks. These Service Desks go beyond technical support – providing after-hours operational coverage and serving as the frontline of customer interactions. These desks play a key role in enhancing customer experience and boosting retention.

The ever-evolving financial service industry demands strong resilience, where facing the challenge smartly can be a winning move for your FI. With Quinte’s 24/7 Service Desks, FIs can streamline their workflows, and their role in upscaling operational efficiency goes beyond that. Let’s explore how:

• Maximizing ROI: How Service Desks Drive Real Value
  Quinte’s operational assistance to FIs goes beyond basic issue resolution. They focus on enhancing efficiency, reducing downtime, and improving service levels.  This drives measurable ROI by lowering operational costs, ensuring compliance, and enabling scalable growth. With round-the-clock support, FIs stay agile, responsive, and consistently ahead of customer expectations.

• Lower Operational Costs: The Service Desk Advantage
  After-hour operational support offered by Quinte through 24/7 Service Desks enables FIs to reduce operational costs by managing spikes in volumes without overextending budgets. This allows FIs to improve customer retention by reducing downtime, improving efficiency, and bringing more focus on higher-value work – ultimately making the entire process cost-effective.

• Customer Experience: The Cornerstone of Retention
  In financial services, customer experience is the new currency of trust. Our outsourcing services can make customer retention effortless for your FI by offering timely, consistent, and personalized support. Every interaction is handled with precision, fostering seamless communication and proactively removing friction to make customers feel valued.

Service Desks have played a significant role in promptly enhancing the operational performance of FIs. This is explicitly discovered in the numbers extracted from the studies of successful deliverables.

A well-known bank with $14.4B in assets urgently needed to stand up a team to handle the increased call volumes during PPP. This required Quinte to quickly assemble a team of expert call service agents and navigate a steep learning curve to meet the client’s service level targets.

Quinte stepped in with a tailored 24/7 Service Desk built for speed, accuracy, and scale, and the outcome reflects our holistic approach toward client issues. Service Desk has become a smarter choice for FIs due to the following reasons:

• Rapid Ramp-Up with Top Talent – Quinte quickly assembled an in-house talent acquisition team to source and train top-tier agents. This accelerated response times and helped drive customer retention.

• Seamless Support for New Account Applications – The Service Desk helped customers with new account applications that the FI’s contact center sent to the Quinte team.

• Built-in Redundancy for Uninterrupted Voice Support – Quinte implemented a voice support service complemented by a backup telephony system, ensuring uninterrupted availability and 100% service uptime.

• Cross-trained Agents – The integration of 24/7 Service Desks ensured that full-time employee (FTE) coverage was strategically managed across voice, chat, and email channels to meet fluctuating customer demands in real-time. Under this dynamic staffing model, service level targets were consistently met at 80% and above, and resources were balanced correctly.

The graph shows a significant decrease in the call abandonment rate, falling from 8% to just 2%. At the same time, Service Level Targets, which initially stood at 75%, rose to a high of 80% and above.

The financial services industry is evolving rapidly, and for FIs, staying ahead isn’t just important – it’s essential for long-term success. Our 24/7 outsourcing services are designed to seamlessly integrate with your operations, providing continuous support, proactive issue resolution, and a customer-first approach. Quinte’s Service Desks enhance operational efficiency, elevate customer experience, and help drive stronger customer retention.

1) What are the different types of Service Desks?
Quinte provides comprehensive outsourcing services through multiple 24/7 Service Desks. These Service Desks cover the following areas:

• Analytics as a Service
• Financial Crime Risk Management (FCRM)
• • AML/BSA
  • Fraud Mitigation
• Contact Center
• Dispute Management
• Loan Management Services

2) What is the primary function of Service Desks?
The primary functions of Quinte’s 24/7 Service Desks include:

• Streamlined Operations – Enhancing process efficiency
• Effective Resolutions – Delivering timely resolution
• Domain Expertise – Providing specialized support
• Customer Satisfaction – Ensuring quality service
• Regulatory Compliance – Adhering to industry standards