Improved Service Quality For One Of The Top MFS Client Of The Country



Client Brief:

One of the largest Mobile Financial Service providers in Bangladesh. It started its journey with demanding services like Cash-In, Cash-Out, Send Money and Mobile Recharge. More popular services like Bills Payment, E-commerce Payment gateway are now available. From the very beginning, it has its own Mobile App for Customers and Partners. It also introduced revolutionary Customer on-boarding feature- DKYC (Digital KYC) blending Bangla OCR, automated Identity verification and localized data that has minimized overall customer acquisition & life cycle time to one/tenth of market practice as well focusing on Paper-less environment.

The Challenges:

Selling out DHT product was the key area for our client to ensure more penetration in the market. However, with the initial selling approaches, our client was not getting the desired outcome. Hence, the client had advised all its relevant functions to plan for a higher penetration percentage by increasing sales. As a relevant function of customer service, we have been given the responsibility to increase sales at a significant level.


The Solution:

  • Designing 15 days class room training with 3 days OJT to cover client specific product/process training, CRM training and soft skills training for inbound and outbound
  • Mock calls, quizzes and role plays on top scenarios are built in the training module of new joiners
  • TMT (Transaction Monitoring Tool) is used for case auditing
  • Maintaining Quality reports on hourly, daily, weekly, and monthly basis to track the performance


  • Service from all channels of contact center has been ensured
  • Customer satisfaction will be increased

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