Call back – New corporate client relationship center Qorus Banking Innovation Awards 2019

Bradesco's new corporate relationship center has come to offer clients the best possible customer service experience via telephone. This innovation enables immediate redial to the customer's phone whenever any service interruption occurs. The new feature allows immediate continuation of the ongoing conversation or request. Before, the client would need to call the Support Center back and restart the request from scratch, which would create an inconvenience and delay in solving the demands. Several reports from internal and external clients showed dissatisfaction every time calls needed to be restarted after an interruption. Having to go through all the initial procedures again was a frequent complaint. The implementation of this solution has contributed to Bradesco's Support Center being considered a benchmarking case at NPS in the first half of 2019 against competitors. To date, no financial institution operates similarly in Corporate Clients Support Centers. Team engagement and proximity to various partner areas has helped make this project a reality, including Projects and Systems, Strategic Projects and Process Improvements, Telecommunications, and Central PJ (Corporate Clients Center) managers. After implementing this improvement, we noticed the immediate surprise and satisfaction of customers, who are valuing and verbalizing compliments in instant call back events. The First Call Resolution indicator has improved significantly, and this is evidenced by the calls resolution rate: about 95% of calls sequenced by Call Back are completed successfully and without the need for further customer action.