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Ensuring the Bancolombia Experience: Improving Customer Satisfaction through High-Quality Responses to PQRs

User community management

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

Bancolombia has a structured process to manage PQR (Requests, Complaints and Claims), ensuring timely and effective responses.

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.

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THE SOLUTION

 
 

Comprehensive social media optimization to drive growth and customer Satisfaction

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Quality Analysis:
We evaluate 382 random closed interactions monthly to identify improvements and ensure compliance with Bancolombia's quality standards.

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Service Optimization:
We implemented a standardized response protocol that improves accuracy, clarity and effectiveness, reducing errors in care.

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Monitoring and Training:
A specialized team oversees PQR management, adjusts processes and trains staff based on the feedback received, promoting continuous improvement.

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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.

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