Finance: banking & insurance

IPG Belgium delivers specialized services to important financial institutions, among which commercial banks and insurers.

We offer multi-channel customer care and sales support services for different financial products, among which credit cards and insurance products. The services we offer for insurers comprise customer service, customer retention, telesales and up- & cross-selling.

Today, online banking and self-service banking via the web and mobile applications are the latest jargon. Because of this, many of our customers within the financial industry can only build a direct relationship with their virtual clients through the contact center. And this relation is, with the contemporary client who does not remain loyal to one brand, of fundamental importance.

Attracting new customers and extending existing customers with an optimal service and recommending new products, will after all remain a challenge, also in the future.

IPG is registered as an unrelated insurance agent, FSMA, under N°106111A.

In addition to performing operational services, IPG offers, through its extensive experience, the necessary support in transforming your internal customer service into a professional customer interaction centre.

  • Consultancy: Through an extensive analysis, a picture is taken of your current customer service team. The most important KPI’s are scrutinized (accessibility, advisor skills, # interactions, cost to serve, peak moments,…). Based on this analysis, IPG provides you with a plan for the development of your internal customer service. In the further development, IPG will assist you in every step of the process, in accordance with the conditions you have set.
  • Tools: In addition to the analysis of your current customer service, the tools used will also be examined. IPG thus advises you on possible professional contact center platforms and social media monitoring software that will further increase your efficiency.
  • Managed Insourcing: Do you also need additional support from people with experience in the world of contact centers? IPG offers you the possibility to employ experienced employees within your current client team via the Managed Insourcing formula. In this way, their know-how and experience is shared within your existing team. This can range from advisors, team coaches to planners or other supporting operational roles, specifically tailored to your organisation.