SuperTel ensures customer success through exceptional support and seamless communication solutions.
Standard Chartered Bank
Customer Insights
Successfully implemented and ongoing
CATI Research
Standard Chartered Bank, a renowned financial institution, required a robust CATI (Computer-Assisted Telephone Interviewing) service to enhance customer insights and outreach. With a strong focus on Customer Satisfaction (CSAT), marketing research, and annual NPS surveys, SCB partnered with SuperTel to streamline its survey and outreach operations, ensuring enhanced customer engagement and operational efficiency.
SCB required a dedicated outbound team to conduct welcome calls, customer satisfaction surveys, priority customer outreach, and in-depth market analysis. The goal was to gain deeper customer insights, improve service quality, and track satisfaction levels through structured surveys and reports. A solution was needed to efficiently manage customer engagement across multiple touchpoints while maintaining service excellence.
SuperTel had to ensure a seamless transition of SCB’s CATI services while maintaining a high volume of surveys without overwhelming customers. The primary challenge was to develop a structured methodology that would maximize customer participation, ensure high-quality data collection, and provide meaningful insights without disrupting customer experience. Additionally, the solution had to be implemented while maintaining SCB’s high service standards and compliance requirements.
SuperTel implemented a customized CATI framework, allowing SCB to optimize its survey and outreach operations efficiently. A structured survey methodology was developed to ensure the right balance between engagement and data collection. A comprehensive training module was designed for interviewers, enabling them to conduct customer-friendly, conversational surveys that maximized participation. Additionally, real-time progress reports and daily feedback updates ensured ongoing process optimization. By outsourcing CATI to SuperTel, SCB achieved higher response rates, improved customer engagement, and significant cost savings, reinforcing its commitment to data-driven customer service improvements.
Our customer support service process ensures seamless assistance, starting with understanding client needs, followed by efficient query resolution and personalized solutions.
Begin by reaching out to us for assistance or to learn about our customer support services.
We analyze your business requirements and customer needs to craft a personalized support strategy.
Based on your goals, we design a robust support framework to ensure efficient and effective CS service.
We work closely with you to adapt, improve, and provide exceptional customer support.
We drive business growth by providing unwavering support and helping clients achieve their goals.
Providing comprehensive support and tailored solutions to empower your business and drive success
Providing comprehensive support and tailored solutions to empower your business and drive success
Improved customer satisfaction scores by 45%, fostering long-term loyalty and repeat business
Optimized workflows, reducing response time by 30%, leading to more efficient service delivery and greater client retention.
A clear and efficient approach focused on collaboration and delivering excellence at every step.
Symphony has relied on SuperTel for over two years for live call center support, complementing our automated solutions. The SuperTel team feels like an extension of our operations, fostering a strong partnership. Their proactive feedback, support, and dependability make them a delight to work with for critical business needs
Head of service, Asst. Director, Edison Group
Symphony has relied on SuperTel for over two years for live call center support, complementing our automated solutions. The SuperTel team feels like an extension of our operations, fostering a strong partnership. Their proactive feedback, support, and dependability make them a delight to work with for critical business needs
Head of service, Asst. Director, Edison Group
Super Tel ensures customer success through exceptional support and seamless communication solutions.
Airtel, a leading telecom giant, embarked on its first outsourcing journey in Bangladesh and partnered with SuperTel to enhance its outbound billing and retention services, achieving significant cost savings and improved collection rates.
VFS Global, the world’s largest outsourcing specialist for governments and diplomatic missions, partnered with SuperTel to enhance its contact center operations, ensuring seamless applicant support and improved service efficiency.
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