Banking / Other Financial Backend Support
Our specialized voice-based customer support services cater to various sectors, ensuring professional assistance tailored to specific client needs.
AI-Driven Process Automation
SHIMMS leverages Robotic Process Automation (RPA) to streamline repetitive and data-heavy tasks such as transaction monitoring and report generation, freeing up human resources for more critical work.
Reduction in In-House Burden
Outsourcing non-voice processes relieves the burden on a bank’s internal teams, allowing them to focus on core banking operations, innovation, and strategic growth.
Confidentiality and Security
Non-voice processes such as fraud investigation and AML demand the highest level of data security. SHIMMS’ advanced encryption and data privacy practices ensure that client and customer information remain fully protected.
Scalability and Flexibility
Whether it’s a surge in fraudulent activities or new regulatory requirements, SHIMMS provides scalable solutions that allow banking clients to adapt to changing environments without increasing their internal headcount.
Compliance with International Anti-Money Laundering Regulations
SHIMMS ensures that all AML processes are in strict compliance with global regulatory frameworks (e.g., FATF, EU Directives, BSA), helping clients avoid hefty fines and reputational damage.
Expertise in Regulatory Compliance
The voice support team is trained in handling sensitive financial data in compliance with banking regulations like PCI-DSS, ensuring secure and compliant customer interactions.
High Call Resolution and Low Average Handling Time (AHT)
a) Trained voice agents are adept at resolving banking queries quickly, improving both customer satisfaction and operational efficiency by reducing AHT (Average Handling Time)
b) >98% Resolution Rate on Calls
c) More Calls handled per call interval: Handling more calls with low AHT ensures addressing all customer with less hold time
d) Above 97% Quality with stern call monitoring.
Enhanced Customer Satisfaction (CSAT) and Loyalty
a) With highly trained voice agents specializing in banking and financial services, your clients benefit from a high CSAT rate, fostering stronger relationships with customers and building long-term loyalty
b) Our Leadership team has a proven track record of showing above 95% CSAT consistently.
c) Temp Check will be done at the end of all IRATED customer calls
Tailor-Made and Flexible
- Each report is tailor-made to suit the specific needs of our clients and can be customized based on key metrics and priorities.
- Whether it’s tracking efficiency, cost savings, customer satisfaction, or any other parameter, we ensure the reports provide the data that matters most to your business.
Monthly Business Review Report
- Times (Voice & Non-Voice)
- Compliance with Fraud Investigation and AML Standards
- Number of Fraud Cases Resolved
- Transaction Monitoring Updates
- Call Center Performance:
- Average Handling Time (AHT)
- First Call Resolution (FCR)
- Customer Satisfaction Scores (CSAT)
Quarterly Business Review Report
- Consolidated Compliance Audits
- Progress on Fraud and AML Cases
- Financial Performance (Cost Savings Achieved)
- Call Volume Trends & Resolution Rates
- Operational Efficiency Improvements
- Cross-Selling and Upselling Performance during Customer Support
Half-Yearly Business Review
- Comparative Analysis of Performance Over Two Quarters
- Advanced Risk Mitigation Strategies in Fraud and AML Services
- Employee Performance and Attrition Rates in Customer Support
- System Updates and Technology Enhancements in Data Security
- Client and Customer Feedback Analysis
Annual Business Review
- Year-over-Year Performance Overview
- Compliance Success Rate with Regulatory Changes
- Fraud and AML Prevention Effectiveness
- Return on Investment (ROI) from Outsourcing Services
- Long-term Customer Satisfaction Trends
- Strategic Recommendations for the Next Fiscal Year
AML
Fraud Investigation
1. Specialized Expertise
Dedicated teams manage fraud and AML processes with precision, reducing operational risks.
2. Real-Time Fraud Detection
Advanced AI tools monitor transactions in real-time, minimizing financial risks.
3. Regulatory Compliance
Strict adherence to global AML regulations, helping clients avoid penalties and reputational damage.
4. Scalable Solutions
Adapt to changes in fraud activity or regulations without increasing internal resources.
5. Data-Driven Insights
Receive actionable insights from detailed reports for improved decision-making.
6. Confidential & Secure
Advanced encryption ensures client and customer data remains protected.
7. Process Automation
AI-driven automation streamlines repetitive tasks, freeing up resources for critical operations.
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