Worldline Rolls Out Cloud Contact Centre Solution

Worldline said its WL Contact solution supported customer communications for over 100 banks

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Worldline Rolls Out Cloud Contact Centre Solution
Contact Centre

Published: June 17, 2021

William Smith

Payment and transactional services company Worldline said it has rolled out its cloud contact centre solution WL Contact to over 100 European banks. 

With customers located primarily in Belgium, The Netherlands, Germany and Luxembourg, Worldline said it was now handling over 190,000 bank cards and taking around 215,000 calls every day on behalf of those banks. 

“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,” said Claude France, Head of Mobility & e-Transactional Services (MTS), Worldline. 

Specialist Banking Contact Centre 

Handling requests such as balance checks, general bank card information and reporting cards stolen, Worldline said it handled the majority of calls within 20 to 40 seconds, with a call abandonment rate of less than 5%. 

A self-service option has also been initiated within the service, for instance allowing customers to block bank cards via an automated call handler, which provides customers with the necessary information. 

The news comes alongside Worldline announcing a five-year corporate social responsibility programme known as Trust 2025, with ambitions including enhancing customer experience, promoting diversity and inclusion, and contributing to carbon neutrality. 

“TRUST 2025 will lay the foundations for further advances over the next five years across our entire organization, as we pursue a coherent and exciting project and, more broadly, work together with our ecosystem of partners to achieve multiple objectives”, said Sébastien Mandron, Worldline’s Corporate Social Responsibility Director. “While integrating Ingenico, Worldline is aiming even higher with its CSR roadmap and has set more ambitious goals for the Group’s future. We aim to maintain the same degree of rigor and demands as over the past five years and continue to apply the highest standards in the market.” 

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