Redi Enterprise Development, Inc. (REDi), a leading provider of automated risk management services for financial institutions, recently launched its new live call center service for banks and credit unions, providing comprehensive customer support 24/7.
REDi’s new call center service handles incoming inquiries from customers and manages standard common interactions, such as customer identification, transaction acceptance/rejection, card activation/deactivation and contact data updates.
REDi’s new call center service was designed to work with a financial institution’s existing customer service operations to more efficiently manage overflow as well as after hours and weekend calls. Based on the bank’s needs, incoming calls can be seamlessly routed to REDi’s live call center during specific days and hours to ensure customers receive the same superior service at all times. In addition, each institution is provided with their own dedicated toll free number uniquely branded for the specific institution to eliminate any confusion between customers and call center staff.
“Consumers conduct banking business around the clock, and REDi’s call center will help us provide the same high level of support our customers are accustomed to at any time on any day,” said Sue Fernald, Vice President of Deposit Operations for Newport, N.H.–based Lake Sunapee Bank. “The middle of the night calls will be handled with the same efficiency we offer during the day, and we will be able to update customer data with every call.”
REDi’s call center service also complements the company’s flagship solution Verifi, which enhances the security of debit card transactions by making the customer a part of the fraud prevention process. Leveraging low cost communication methods designed to connect with customers through the channel of their choice, the system can successfully verify suspicious transactions in real time. With the addition of the call center to REDi’s existing communication methods, such as email, SMS, IVR, mobile and third-party mobile integration, banks and customers alike can rest assured that they are well equipped to handle fraud.
“As fraud attempts continue to increase across all lines of business, REDi remains dedicated to providing banks and credit unions with efficient methods of communication to protect customers against fraud,” said Chris Renshaw, President and CEO of REDi. “With the addition of our call center service, REDi is able to provide financial institutions with additional resources to not only help field incoming customer inquiries, but also manage the process of responding to potential fraudulent transactions in a timely manner.”