Banking, Financial Services, and Insurance (BFSI)
Success Stories

With technology driving customer expectations across industries, a superior customer experience is fast becoming the real differentiator in the Banking, Financial Services and Insurance (BFSI) space. It is no longer enough to offer simple and automated banking services. To build loyalty and drive profitability, banks will need to offer an interactive banking environment.

To do so, the BFSI industry must address the following challenges:


  • Transform technology and operations into a better delivery engine for business
  • Raise operational efficiency and lower costs
  • Respond to new demands in financial markets
  • Continually develop new capabilities that adapt to customer needs while opening new market opportunities


  • Low level of customer awareness
  • Under penetrated rural market
  • Untapped pension market


Call Centre Services

Techno Brain’s call centre services comprise of a comprehensive communications suite with innovative capabilities for inbound, outbound, and blended processes. By leveraging a one-stop-shop approach, the solution caters to varied requirements of Banking contact centres – in a cost-effective and timely manner, such as –

  • Enquiry handling
  • Complaint management
  • Customer care and support
  • Customer acquisition
  • Lead generation
  • Telemarketing
  • Promotions
  • Cross-sell and Up-sell
  • Outbound and Inbound helpdesk

In association with Techno Brain’s dedicated contact centre expertise, organizations can use this solution to upgrade their customer services and enhance customer satisfaction.

Digital Media Services

The use of technology is consistently on the rise as the digital savvy generation becomes increasingly dependent on it. In fact, they have become so accustomed to smartphones and other devices that they now shop and pay their bills online. Seeing the increased use of technology and behavioural change of customers, it seems inevitable that banks will have to work towards improving their digital strategy.

Techno Brain’s Digital media services include:

  • Contact Data Management
  • Intelligence
  • Content & Creative
  • Campaign – Social Media
  • Analytics

Knowledge Process Management

Techno Brain’s Knowledge Process Management services include:

  • Business Process Consulting and Re-engineering
  • Market research
  • C-SAT and E-SAT surveys

Back Office Services

Many standardized processes and back office processes place a great strain on IT infrastructure in banking. Among these are payments processing, the digitalization of printed documents, direct debit processing and the management of securities data. These are processes that need to be performed with high reliability, but do not offer any means to provide unique selling points.

Outsourcing such standardized and back office processes to a specialist service provider takes a lot of pressure off the internal organization and helps the bank focus on core tasks with which it can stand out from the competition and generate added value.

Techno Brain offers the following Back office Services:

  • Scanning and Digitization
  • Data Processing and Management
  • Campaign Management
  • Image Tagging/ Processing
  • Audio and Video Transcription

Shared Services

Shared Services underpins the success of our enterprise and is the rock on which our future can be built. It allows us to offer our clients appropriate products and services, and to provide our staff with efficient, cost-effective infrastructure they need to do their job. Shared Services provides high-quality, cost-effective services to support various business divisions.

Techno Brain offers the following Shared Services:

  • F&A support
  • HR management
  • Procurement management


  • We have helped a leading Bank increase first-call resolution (FCR) rate to 90% from 45%
  • Unlike other BPOs where, processes are only focused, we focus on solution delivery with out-of-the-box process innovations
  • Have helped reduce the call abandonment rate from 77% to less than 2% for a large insurance service provider
  • Helped increase the C-SAT levels of our clients’ customers from 20% to 90%
  • Average call handling time reduced to 12 seconds from 53 seconds
Call Centre implementation for a Regional Commercial Bank

The Bank, having used the manual methods to reach out to their customers, required an upgrade that was user friendly and could reduce time and cost in their customer engagement. Hence, the bank wanted a call centre solution that would improve efficiency in loans collection, cut down operational costs, measure collection agents’ performance, seamlessly integrate with multiple IT software, and increase customer satisfaction. The Bank collaborated with Techno Brain to meet these requirements. Techno Brain planned, designed and commissioned a 35-seater call centre on a BOT model. Through this call centre software, the bank was able to handle customer enquiries, complaints and suggestion to improve service delivery to all their clients.

Call Centre implementation for an East African Bank

Banks are struggling to retain customers while providing better customer service and reducing operational costs. All of this is compounded by demands around greater regulation. Online banking makes self-service easier, but your customers can get frustrated if they can't get assistance when needed, and have to repeat information that they have already provided. The bank collaborated with Techno Brain to plan, design and commission a 10 seater call centre on a BOT model.

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BFSI Outsourcing Brochure

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In focus

PO Box 57666-00200, Heritan House

Woodlands Road, Off Argwings Kodhek Road

Opposite DoD Headquarters


Tel: +254 738 770 186 / 734 770 187

Fax: +254 20 224 6186