Customer Engagement Program for Personal Loans

Key Results

The Problem

Need for a Nearshore Customer Engagement Provider

Radius provides omnichannel customer engagement services to a leading online financial services company that provides unsecured personal loans. Their focus is on treating the customer as a person rather than a number.

The company did not have an internal system to manage strategies or report trends. They were also looking for a nearshore solution to lower their costs.

Radius was brought on to interact with applicants, borrowers, and past-due customers in a variety of capacities.

Our Solution

The Results

A Seamless Customer Experience Program

As a result of our efforts, the Radius team has:

  • Consistently met monthly abandon rates and service level goals
  • Exceeded quality goals
  • Increased loan approvals
  • Showed a 25% increase in payment performance

We also provided a mechanism to measure and report First Contact Resolution to identify drivers and create self-service options. Using this data, the client has been able to evaluate self-service processes to make modifications to enable a more seamless customer experience.

Due to our success with this program, our staff has grown from thirty agents in one contact center, to more than 120 agents across three sites.

happy contact center agents talking on the phone in the office
Project Timeline