"To support market growth in the prepay card services sector, NatWest Rooster Money needed an experienced team to handle out of hours inbound Customer Service calls."
Who Are Rooster Money?
NatWest Rooster Money is a pocket money allowance manager, chore chart, savings tracker, piggy bank and prepaid debit card all within a single app. Available in over 50 currencies and designed to help parents teach their kids about money, the app also acts as a chore tracker & reward chart.
NatWest Rooster Money and Confero
Natwest Rooster Money approached Confero to help with their expanding customer base and expected increase in customer service calls. The number one priority was that their chosen outsourcer would be able to achieve first call resolution with the majority of calls.
Due to this being an existing product, inbound calls were expected immediately and the NatWest Rooster Money customer service team needed the backup of a professional and experienced inbound customer service team to effectively and efficiently manage out of hours calls and respond to their customers and provide additional peak time support.
The Confero Solution
After meeting with NatWest Rooster Money’s management to determine what they needed in terms of customer service and interaction, the inbound bureau team was deemed the ideal solution.
NatWest Rooster Money delivered comprehensive training sessions to Confero’s inbound team, explaining the service, the ethos of the business and how to best represent the NatWest Rooster Money brand.
Through regular meetings and consultation with NatWest Rooster Money’s team in the early stages, a swift implementation period was followed by a seamless service launch.
A comprehensive call & process flow was created to guide the agents in all customer enquiry types, ensuring that customer escalations are only actioned when absolutely necessary.
Results
Confero provides a 24/7 call handling facility, managing calls from a variety of different enquiry types, such as: Balance Queries, Lost & Stolen; Prepay Top Up; Declined Card; etc. This has created an effective tier 1 support service, meaning Confero triages calls and only escalates when absolutely necessary.
By using Confero, NatWest Rooster Money are able to ensure that they can provide support to their customers 24/7.