ING Card   Credit Card activation

Every other year credit card owners of the ING and Postbank receive a new credit card. In total more than 1.2 million credit cards have to be activated in a customer friendly, safe and cost efficient way. The card can now be activated right away by the customer by calling an 0800-number (from abroad you are able to call a +3120 number).

ING Card has chosen for Comsys due to the reliability en predictability of the service whereby, a large availability of the service has to be guaranteed and the security of the processing of the data and confidential information has to meet certain requirements. Furthermore, due to the new set-up substantial savings have been made in the dispatching costs per credit card.

Kwalitel case
The goal for the call centre of the bank was to research what the quality was of the service provided amongst the employees from the 7 different centres. Callers from four different labels/products where used within the survey. Besides an objective measuring method, the cost efficiency also played an important role. Kwalitel is fully automated and has therefore, contributed to substantial savings compared to the measurements of this financial service provider in the past.

How does it work?
A customer or prospect calls one of the phone numbers of the financial service provider. Before the caller is put through, he or she is asked if they would like to evaluate the conversation that will take place. If the caller does not want to participate he or she is put through to the contact centre straight away. If the caller does wish to participate with the telephonic survey he or she will be asked to give in a number on where they can be reached. The caller is then put through to the contact centre. When the conversation is finished the caller is called back within 30 seconds, after which a fully automated questionnaire is presented that can be answered by the buttons on the phone. The large advantage of this method is that it gives a clear view of the measurement, because the employee of the contact centre does not know if the conversation will or will not be evaluated.