Powering Fintech Growth with Scalable BPO Solutions

Discover how a high-growth digital payments platform optimized KYC, enhanced customer experience, and scaled 24/7 support through expert-led outsourcing.

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THE CHALLENGE:
Scalability, Compliance & Responsiveness
High volume of customer queries requiring quick, accurate responses.
Need for efficient and secure KYC processing at scale.
Managing increased demand for real-time support in a growing fintech landscape.
Ensuring regulatory compliance while maintaining fast onboarding.
Maintaining high customer satisfaction (CSAT) during rapid expansion.
Limited internal bandwidth to manage 24/7 operations and multilingual support.
Empathy-First Click-to-Call System
  Deployed skilled BPO teams to manage high-volume customer queries with accuracy and speed.  Enabled end-to-end KYC processing with trained resources to ensure compliance and faster onboarding.  Established 24/7 multilingual customer support operations, improving accessibility and user satisfaction.  Implemented workflow automation and process optimization to enhance operational efficiency.  Ensured data security and regulatory compliance throughout the customer lifecycle.  Scaled operations quickly to match the fintech client’s growth without compromising service quality.
How 1Point1 Helped

To support the client's rapid expansion in the digital payments space, 1Point1 implemented a comprehensive BPO solution tailored to their evolving operational needs. A dedicated and well-trained team was deployed to manage high volumes of customer queries with speed, accuracy, and empathy — ensuring consistent service quality at scale.

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Recognizing the critical role of secure and compliant onboarding, 1Point1 established an end-to-end KYC processing framework, reducing turnaround times and ensuring adherence to regulatory requirements. To meet the demands of a growing and diverse customer base, 1Point1 also set up a robust 24/7 multilingual customer support infrastructure, improving accessibility and user satisfaction across regions.

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By integrating process automation and workflow optimization, the BPO operations became leaner and more agile, enabling faster resolutions and higher customer satisfaction scores. With a focus on data security, compliance, and operational excellence, 1Point1 empowered the client to focus on strategic growth while ensuring seamless support delivery and backend efficiency.

CX You Can Quantify &
Impact Your Customers Can Feel
85%
CSAT Score
1Point1 consistently delivered high-quality support experiences, resulting in an impressive CSAT, reflecting customer trust and service efficiency.
35%
Reduced average query handling time
With streamlined workflows and process automation, the team was able to cut down handling time by over a third, boosting efficiency.
30%
Improved customer query resolution rate
Enhanced processes and skilled agents led to a 30% increase in first-contact resolution, significantly improving overall customer experience.
100%
Adherence to KYC and regulatory standards.
1Point1 ensured secure and accurate document verification, leading to 100% adherence to KYC and regulatory standards.
More about the business solution

1Point1 delivered a tailored, scalable BPO solution that addressed the client's growing need for agility, compliance, and multilingual support. By redesigning support workflows, deploying skilled resources, and integrating automation, 1Point1 streamlined KYC and customer service processes while maintaining regulatory accuracy. The solution featured 24/7 omnichannel support in multiple regional languages, real-time monitoring, and a strong governance model to ensure consistent performance. This end-to-end approach enabled the client to scale rapidly without compromising on service quality or compliance..

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