The client required a scalable outbound calling operation to support its loan sales and lead-generation activities. Managing high-volume customer outreach internally required significant manpower and operational effort. A structured process was also needed for lead qualification, follow-ups, and coordination between customers and branch teams throughout the loan journey.
KServe deployed a dedicated outbound calling team to manage loan lead generation and customer engagement. The team took ownership from lead generation through disbursement, including customer calling, requirement understanding, lead qualification, follow-ups, and branch coordination. Dedicated SPOCs supported both customers and branch teams throughout the process, ensuring clear ownership and timely resolution. The operation followed an “Every Customer Matters” approach, providing consistent engagement and end-to-end customer support.
