Worldline’s WL Contact supports more than 100 European banks

By Robin Amlot

Worldline has rolled out its next-generation Cloud-based solution. WL Contact now supports customer communications of more than 100 banks, mainly located in Belgium, The Netherlands, Germany and Luxembourg. In total, it handles more than 190,000 bank cards on behalf of these banks, and agents at the Worldline service centre using WL Contact tools take around 215,000 calls every month.

Worldline’s customer service centre deals with all types of queries for bank cardholders. They may want to put a block on use of their card if they have lost it or had it stolen, check the balance of funds on a prepaid card, or request general information about the bank card. From the banks’ perspective, bringing in Worldline can save time and unlock productivity gains, especially where handling customer interactions requires an immediate and effective response together with highly secure customer request processing.

Through the successful introduction of self-care in the WL Contact solution, Worldline’s teams can concentrate on dealing with the request itself and achieve greater efficiency levels. Should a customer wish to put a block on a bank card, the Worldline service centre agent no longer has to explain all the relevant steps—a process that used to take a fairly long time. The agent can simply put a block on the card, then transfer the call to the automated call handler, which provides the customer with the information they need. The majority of customer calls can be handled in an average of 20-40 seconds, and the call abandonment rate is less than 5%.

The teams at Worldline’s WL Contact competency centre successfully modelled the solution, while meeting the expectations of the customer service centre on a remote basis.

WL Contact enabled banks to maintain customer relationships in the pandemic. “Despite the difficulties arising from the pandemic, Worldline took on the challenge of rapidly implementing its solution, which primarily aims to deliver enhanced customer relationships. Not only was it an internal challenge for Worldline’s teams, it was also a challenge to meet the expectations of banks, as remote customer relationships are crucial strategically for them. Research shows that 96% of customers who experience poor customer service are less faithful to a brand, whereas the figure is just 9% for those who receive satisfactory service. This relationship with their customers is especially crucial in a Covid-19 world”, commented Claude France, Head of Mobility & e-Transactional Services (MTS).