Increasing Conversion Rates by 165% for a Leading Spanish Bank
A leading Spanish bank had been forced to close bank branches during a time of low-interest rates and pressure from Fintechs. In order to increase revenue sources, this bank has expanded into auto leasing and was looking for a partner to manage the entire process. They wanted to use the contact center as the main channel to increase sales in their auto leasing business, with leads coming from branches, online channels, and inbound hotlines.

The challenge

As bank branches were being closed, our client needed a way to efficiently handle incoming leads looking to acquire a new vehicle. There was also a lack of sales culture related to automobiles, as it is not a traditional banking service, as well as a lack of technology to systematically increase conversion rates.

 

Transcom’s solution

We leveraged our sales competence center in Seville to build a world-class sales center for the bank. In addition to closing leads to increase revenue, the Transcom team assumed responsibility for the entire customer lifecycle, including:

  1. Contracting
  2. Automobile disposal
  3. Maintenance and repair
  4. Insurance inquiries
  5. Technical support
  6. Car return and retention
  7. Payments
  8. Collections

 

The outcome

Transcom’s unique capabilities allowed this client to profit significantly with 165 agents working on their behalf, increasing conversion rates by 157%.