Banking & Financial Services Industry

Banking & Financial Integrated BPO Services

Sutherland offers a Business Process Transformation model that combines front office contact center and back-office processes called integrated BPO. Our innovative transformation services are currently being used to support financial services companies worldwide.

Sutherland’s integrated BPO Services include:

Sutherland provides customer care services in form of contact centres across various locations and covering multiple local and international languages. Customer contact centres used advanced IVR technologies which provides customer identifications, IVR based e-commerce solutions integrated with payment gateways etc. Contact centre solutions also provide integrated call centre management, e-mail management and automated chat management.

Key features of Customer Care Solutions include:

  • IVR Systems
  • Mobile Support
  • E-Mail Support
  • CRM Enabled
  • Automated Chat Support
  • Integrated Channel Management

The full suite of customer care solutions provide solutions for inbound customer service, cross-sell/up-sell programs and specially created campaigns to reach out to customers.

Customer Care Solutions

Sutherland’s customer care solutions are backed by constant innovations and breakthroughs. Sutherland enables voice biometry and call steering features through advanced speech recognition technology.

Sutherland has developed proprietary tool FomRig for image based processing of application forms. This can be utilized for dual data entry or snippet based entry and results in significant reduction of time and effort in processing of application forms.

FomRig has robust features and can be configured quickly to any type of application form. It has dynamic workflow to suit business & quality needs (Single key, double key and key-verify etc.). Based on the field level business rule, lookup fields automatically retrieve the data from the appropriate master file and display as dropdown list in the Front End keying screen.

Application Processing

Sutherland provides end to end loan origination solution for retail assets. It covers activities right from customer filling up application form to final loan disbursal. What distinguishes Sutherland’s expertise in this domain is its constant innovation and value additions to processing steps which has huge impact on loan processing time, credit checks and operational control.

Loan Origination

Sutherland has developed proprietary FTS application for tracking of loan application files. FTS is a web based application to monitor the pendency of receipts and files and assist in their easy tracking. It is an integrated package which has end to end features right from diarizing of receipts/files, updating its status, opening of new files, tracking the movement of the files, dispatch of PDC and finally records management. It comes with a Flexible Customization Feature as per Operational Requirements and Secured MD5 Encrypted User Password.

Transaction Flow of FTS is Primarily Categorized in 2 Categories and Subcategorized in 20 + Modules within it.

  1. Credit (Deals with Scan Images - Image Receipts till Credit Approval)
  2. Operation (Deals With Physical Files – File Inward till Loan/PDD Disbursement )
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