Expansion in SIX customer service

The expanding payments company SIX is reorienting its customer service under the motto: “Enhance your customer service.” It is no easy task in a business field characterized by different products, numerous countries and their respective regulations. Sandro Canneori, Senior Project Manager, and Willibald Klein, Head Customer Services at SIX Payment Services, describe how the employee and customer experience can be proactively designed.

SIX is considered the backbone of the Swiss financial center. Its roots stretch back to 1930. That is when the Zurich Stock Exchange was founded, Switzerland’s largest trading venue. SIX has remained true to the topic of securities trading to this day. One major business field is payment traffic, with cash dispensers, payment terminals and the processing of credit, debit and value card payments in shops and in e-commerce; and more recently, also mobile payments, of course. All these cashless payment options are combined in the SIX Payment Services business division, one of Europe’s largest transaction processors, which is experiencing sustained growth. The pan-European expansion and the broad range of topics are challenges for customer service: nationally differing legal bases, strict data protection laws, innovative technologies, some of which are still in their infancy, as well as the fact that the customer service department is present in four countries – in Zurich, Luxembourg, Warsaw and Vienna – provide tasks to be undertaken as well as opportunities.

“The first call resolution rate is a clear driver for customer satisfaction.”

Willibald Klein, Head Customer Service at SIX Payment Services

Reorientation of the payment customer services

As the mouthpiece to customers, the nearly 200 customer service employees share responsibility for the customer experience and thus the satisfaction of SIX Payment Services’ corporate customers. “One of our leading concerns it to provide an optimized customer experience through the highest possible first-call resolution rate. This key figure represents a clear driver for customer satisfaction. At the same time, a high first call resolution rate helps improve the costs per contact as a result of shorter throughput times and faster processing.” 

Willibald Klein, Head Customer Services with SIX

Sandro Canneori, Senior Project Manager at SIX Payment Services, explains the motivation behind the reorientation: “Our goal is to make customer service fit for the future so that we can retain our competitiveness. Only with the best and most efficient service will we be able to achieve our growth goals.” Among the cornerstones of the program, the CRM expert counts strengthening the customer focus, the digitalization and harmonization of customer service along with the central 360° customer view. Measures to attain the goals for the SIX customer service for the future were defined within the scope of the initiative. Along with change management, these also include technical support for the call center staff to boost their competency and their freedom of action.

“With BSI Contact Center, we can improve eams and automation. the capacity of the various locations.”

Sandro Canneori, Senior Project Manager at SIX Payment Services

System integration as a success factor

The reorientation cannot be achieved without system support, Willibald Klein knows: “A high degree of integration is of central importance. Only when we manage to bring the various customer bases together will the agent be able to optimally service customers.” Using BSI Contact Center, SIX is merging the data from its various core systems into a single view. According to the expert, in addition to the 360° customer view, this integration also delivers further advantages: “For one thing, it enables a higher degree of automation, while also reducing the duration of training of new employees from currently several months to several weeks. In the future, our employees can process customer concerns in just a single user interface. The processes are also triggered automatically – regardless of location and channel.”

Sandro Canneori, Senior Project Manager with SIX

Interplay creates a competitive advantage

The aspect of process-guided working and the thus associated opportunity to automate individual process steps is growing in importance, particularly against the background of the rapid expansion of SIX Payment Services in various countries with different regulations and data protection requirements. “Guided processes create legal certainty. Our new contact center solution supports the user by taking the characteristics of the respective countries into account and intelligently steering the process,” explained Sandro Canneori. BSI Contact Center was rolled out in stages in the autumn of 2017 in the Zurich contact center. Now the company is preparing to roll it out in Luxembourg, Warsaw and Vienna. Sandro Canneori notes: “With our new contact center solution, we can improve the capacity of the various locations through an intelligent interplay and thereby boost our efficiency.” “We deliver top quality in all countries – not only in our core business, but also when it comes to service. We are investing in customer service because we believe added value can be attained through interdepartmental teamwork. A good customer service center is a competitive advantage.”

Five steps to an international contact center

  1. Define an international customer service strategy
  2. Change management: involve employees
  3. Create the technical basis:
    - Depict a 360° customer view
    - Integrate channels – ensure omnichannel capability
    - Standardize data structures
    - Build Chinese walls by means of data partitioning
    - Depict regulations in the processes
  4. Train employees, encourage interdepartmental teamwork
  5. Attain competitive advantages through the intelligent interplay of the locations, teams and automation.