ZRG - Leaders in telephone banking call center solutions - helping you retain and gain customers

Prompt customer service and support has become indispensable for today's business and holds the most important and dominant position in a customer centric organisation. Progressive businesses are paying special attention to align their customer service with their business model in order to retain customers and achieve growth.
In the financial services sector where most organisations are offering similar products and services, banks and financial services companies are trying to differentiate from competition through providing immediate services and high quality customer care services.
The rationale is that with prompt customer care and personalised services, customer satisfaction can be increased and this in turn will create stronger customer relationship and loyalty.
It is also a fact that the traditional model of limited banking hours has almost disappeared. Today, customers expect banking services to be available 24 hours a day, 7 days a week. The customers prefer to deal with a bank that provides more services and more accessibility.
Therefore, for cash transactions, banks are offering ATM services that are located at all over the place. These cash dispensing machines are increasingly being connected with national and international networks so the ATM card from any bank can work on any ATM, irrespective of which bank owns the machine.
Similarly, for non-cash transactions, customers expect the bank to offer telephone banking facility through which customer can call the bank at any time and from anywhere to get instant services and information, access account information, request changes, order additional services and get information on a wide range of topics.
As a result, an increasing number of banks are establishing Telephone Banking Call centers that can provide high quality personalised services on a 24 x 7 basis.
A Telephone Banking Call Center, however, can provide the desired results only when proper tools and capabilities are installed. These tools and capabilities help the bank monitor the quality of service, the level of customer satisfaction, time-savings and increased efficiency through automation and cost-reduction through increased productivity and process streamlining.
A properly equipped Telephone Banking Call Center can also help a bank in projecting a positive image in the market, support launch of new products and augment various promotional schemes.
MEET ZRG - THE MARKET LEADER IN THE BANKING CALL CENTERS: ZRG International is well-known in the region as a telecom solutions expert organisation specialising in the next generation call center technology. Due to its focused vision, an innovative track record and in-depth technical expertise, ZRG has become a well recognised and acknowledged market leader in the Telephone Banking Call Center Solutions market in Pakistan.
ZRG holds the largest market share in the next generation Telephone Banking call center market where 11 out of 16 banks with Phone Banking centers are using ZRG call center solutions.
THE MOST FLEXIBLE TELEPHONE BANKING CALL CENTER SOLUTION IN THE MARKET: ZRG Telephone Banking call center solutions offer a highly flexible approach, total integration capabilities and advanced technical features set unmatched by any other local or international player in the market.
As a result, ZRG's call center solution has become the preferred choice for banks seeking to set-up a flexible and cost effective Telephone Banking Call Center.
ZRG Telephone Banking call center offers a powerful set of features and advanced capabilities that bring instant value and cost-savings to its client organisation. With ZRG's Telephone Banking Call Center solutions, banking customers all around the nation can call in at a single number where they can get information, account balance, information about new products, activate their debit/credit cards, branch banking, member services, automated self service and call transfer to agents.
HERE ARE SOME OF KEY FEATURES AND SERVICES OF ZRG TELEPHONE BANKING CALL CENTER SOLUTION:
-- Flexible and Dynamic Voice menus for navigation;
-- Support for multi accounts and sub accounts;
-- Access through customer relationship number, TPIN protection;
-- Balance inquiry and Account statements;
-- Cheque book request, Change of PIN code;
-- Currency exchange rates;
In addition to the above, ZRG Telephone Banking Call Center solution offers a host of other features and services such as Open new accounts, Fixed term deposits, Transfer of funds between accounts, Cheque clearing status, Rupee Traveller Cheque facility, ATM card related information and services module, Credit card member services module, Utility bill payment module, Mobile Banking and support for any type of customised services that our customer require.
ZRG call center solution also includes powerful tools and applications for the call center managers and supervisors to monitor and analyse call center status, service quality and agent performance. ZRG Telephone Banking call center solution provides comprehensive reporting for the management to analyse and monitor the customer service standards and performance at the call center. Some of the key features of MIS reporting include User activity (number of calls, services used), System log (start-up and shutdown report, host access activity), CLI Trace report and over 200 reporting options as well as log data export option.
ABOUT ZRG INTERNATIONAL: ZRG International (pvt) Ltd, ( HYPERLINK "BLOCKED::http://www.zrg.com/" o "BLOCKED::http://www.zrg.com/
http://www.zrg.com/" www.zrg.com) is the leading call center and customer contact management solution provider and consulting organisation, operating in Pakistan since 1994. We are highly focused in the area of Customer Interaction, Relationship Management and Computer Telephony integration or CTI solutions.
We have introduced several first-of-its-kind solutions in the market and have received international recognition. We are the market leader in Pakistan in Telecom and Banking Call Centers and we have established an excellent reputation for our robust and reliable solutions and our high quality post-sale support services.
OUR EXPERTISE:
-- Call Centers and Contact Management,
-- Computer Telephony Integration (CTI) Technology
-- IP Telephony, VoIP
-- Value-Added Telecom Services
OUR SUCCESS STORIES: ZRG International is known in the market for being an innovative and dynamic organisation that has introduced many first-of-its-kind solutions and techniques in this region. We are associated with the following success stories:
CALL CENTER EXPORT FROM PAKISTAN: ZRG is the first Pakistan based telecom solutions company to have exported our Call center solutions abroad. ZRG successfully implemented the solution at Mobitel - an Africa based cellular company and has received expansion orders since then.
LISTED ON INTEL SUCCESS STORY WEBSITE: ZRG is proud to be the first company from Pakistan to be listed on the success story website of Intel Corporation, USA. A case study was done by Intel Corporation on one of the ZRG call center implementations at Mobilink GSM- the largest cellular operator in Pakistan. Intel Corporation listed the results of the case study on their success story website. The story can be viewed on URL HYPERLINK "http://www.intel.com/network/csp/pdf/8853cs .htm" http://www.intel.com/network/csp/pdf/8853cs.htm.
A DOMINANT PLAYER IN PAKISTAN MARKET:
-- 11 Major Banks of Pakistan use ZRG call handling solutions
-- 3 Major Mobile Companies of Pakistan use ZRG call centers
-- Largest Oil Marketing Company of Pakistan has selected ZRG
-- Largest Natural Gas Company of Pakistan is a ZRG customer.
ZRG CLIENT BASE: Our clients include some the most prestigious brand names in the region such as:
TELECOM CUSTOMER SERVICE AND SUPPORT CALL CENTERS:
-- Mobilink GSM
-- Instaphone
-- Paktel
-- Mobitel Tanzania
-- WorldCall Broadband
11 OUT OF 16 BANKING CALL CENTERS INCLUDING:
-- Bank Alfalah
-- Askari Bank Master Card
-- Bank Al Habib
-- Metropolitan Bank
-- Faysal Bank
-- Credit Agricole Indosuez
-- Soneri Bank
-- PICIC Commercial Bank
-- Standard Chartered Bank, Islamabad
-- KASB Bank
-- Prime Bank
LARGEST COMPANIES IN THE ENERGY SECTOR INCLUDING:
-- Pakistan State Oil
-- Sui Southern Gas
-- Many others
In summary, when it comes to the latest and most flexible, cost-effective call centers solutions, ZRG does not settle to be second to anyone. ZRG installed base is a testimonial to that and our client reference can verify these facts. Additional information about ZRG company and its solutions can be viewed on the company's most resourceful website URL HYPERLINK "http://www.zrg.com" www.zrg.com
(The writer is Maazz Ahmed Shamsi Business Development Manager ZRG International)