Ensuring the Bancolombia Experience: Improving Customer Satisfaction through High-Quality Responses to PQRs
- Client
- Bancolombia S.A
- Industry
- Financial Products and Services
- Platforms
Axurance
SAP
CRM
- Hiring
- Continuous team for quality assurance in handling PQRS requests
Services
- Analysis and monitoring of PQR files
Overview
Bancolombia, one of the largest and most trusted banks in Colombia and Latin America, offers a wide range of financial services tailored to the needs of its diverse clients. Our quality team monitors the management carried out to ensure responses aligned with the bank's standards and to resolve cases efficiently. Any deviation is reported through daily alerts, allowing causes to be identified and rapid action to be taken together with the bank's areas.
PQR Management at Bancolombia: Process and Quality Assurance
1. Reception: PQRs are received through multiple channels (branches, telephone line, website, app, social networks, among others).
2 Registration: A tracking number is assigned to monitor each case.
3. Analysis and Evaluation: Requests are investigated and the required action is determined.
4. Resolution: Responses within a maximum period of 15 business days, depending on the complexity.
5. Follow-up: The effectiveness of the solution and customer satisfaction are verified.
6. Quality Assurance: Effectiveness, clarity, professionalism, precision and feedback are evaluated for continuous improvement.
THE SOLUTION
Comprehensive social media optimization to drive growth and customer Satisfaction
Quality Analysis:
We evaluate 382 random closed interactions monthly to identify improvements and ensure compliance with Bancolombia's quality standards.
Service Optimization:
We implemented a standardized response protocol that improves accuracy, clarity and effectiveness, reducing errors in care.
Monitoring and Training:
A specialized team oversees PQR management, adjusts processes and trains staff based on the feedback received, promoting continuous improvement.
Deliverables
- Daily report of indicators (Customer Experience, Process Evolution)
- Qualitative reports and follow-ups for each segment (findings and recommendations)
- Monthly report with quantitative and qualitative results
- Sending daily alerts by segment
- Response to appeals whenever required.
