Industries
Secure, AI-enabled CX for BFSI organisations
Probe CX delivers secure, scalable CX for BFSI organisations across banking, insurance, fintech and financial services. Our approach combines human expertise, AI-assisted operations, omnichannel engagement and compliant service delivery to help financial institutions improve customer trust, deliver faster, more cost-efficient and consistent support across every channel.
Built for secure and compliant BFSI customer experience delivery
Probe CX helps financial services organisations modernise customer operations while maintaining the security, governance and operational discipline required in regulated environments. From banking contact centres to digital servicing and back-office support, our BFSI delivery model is designed to protect customer trust while improving efficiency, responsiveness and scalability.
A core part of that model is our people. Probe CX recruits to a high standard, builds strong team cultures and immerses our people in each client’s brand, values, products, compliance expectations and customer promise. This allows our teams to operate as a seamless extension of your organisation, not a disconnected outsourced function.
ISO-certified
operations
Secure customer
data handling
Fraud-aware
customer operations
45+ years of
operational experience
Scalable workforce capability
What we do for BFSI
Probe CX helps banking, insurance, fintech and financial services organisations deliver secure, efficient and trusted customer experiences across every stage of the customer lifecycle.
By combining human expertise, AI-assisted workflows and compliant delivery models, we help BFSI leaders improve trust, reduce service friction and strengthen long-term customer value.
Customer service and contact centre support
We manage high-volume customer enquiries across voice, email, chat, messaging and digital channels with accuracy, empathy and compliance awareness.
Banking and account servicing
We support customers with onboarding, account enquiries, digital banking assistance, transaction queries and general service requests.
Insurance and claims support
We help insurers manage policy enquiries, claims updates, renewals, complaints and customer communications with speed and care.
Digital banking and self-service support
We assist customers across mobile, online and self-service channels, helping increase digital adoption while keeping human support available when needed.
AI-assisted customer operations
We use AI to improve routing, knowledge access, conversation insights, quality monitoring and agent productivity while maintaining human oversight.
Complaints and escalation management
We support sensitive and complex customer issues through structured workflows, trained teams and clear escalation pathways.
Fraud-aware and compliance-ready support
We operate within secure, risk-aware processes that help protect customer data, support verification and maintain trust.
Back-office and administrative support
We streamline operational tasks such as case management, document handling, customer updates and account administration.
Collections and hardship support
We manage customer conversations with empathy, compliance and commercial care, supporting better outcomes for both customers and organisations.
Scalable workforce delivery
We provide onshore, offshore and blended teams to help BFSI organisations manage demand spikes, service continuity and cost efficiency.
How we help BFSI deliver better outcomes
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Citizen experience and contact services
Multi-channel citizen engagement that scales
Probe CX designs and operates citizen-facing support services across voice, email, web chat, messaging, social and self-service channels. Our teams help agencies manage high enquiry volumes, complaints, service applications, public information needs and citizen support programs with clarity, empathy and consistency.
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Government contact centre services
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Citizen enquiry handling
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Inbound and outbound communications
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Complaints and escalation support
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Public information support
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Case and application support
Probe CX helps banking, insurance, fintech and financial services organisations build more secure, efficient and customer-centred service operations.
Banking and
contact centre CX
Customer support across voice, digital and assisted channels
Probe CX delivers banking customer experience solutions that help financial institutions manage high-volume customer interactions with speed, accuracy and care.
Our contact centre and customer operations teams support customers across everyday servicing, complex enquiries, complaints and account-related interactions, while operating within secure and compliance-aware processes.
By combining trained people with AI-assisted tools and operational oversight, Probe CX helps BFSI organisations improve service consistency and customer confidence.
Digital banking
and self-service
Digital customer experience for banking
Digital channels are now central to how customers engage with banks, insurers and financial services providers. They expect simple, secure and responsive service across mobile, online, chat, email and self-service environments.
Probe CX helps organisations improve digital customer experience for banking by connecting service journeys, streamlining workflows and supporting customers through digital adoption.
This helps financial institutions reduce friction, increase digital engagement and improve service efficiency while keeping human support available for complex or sensitive interactions.
Secure operations, risk and compliance
Compliance-ready CX operations for regulated environments
BFSI customer experience must be secure, accurate and aligned with regulatory expectations. Every interaction can affect customer trust, operational risk and brand reputation.
Probe CX embeds security, privacy and governance into the way customer operations are designed, delivered and optimised.
This gives BFSI organisations greater confidence when scaling service delivery, adopting AI or modernising customer operations. Our secure BFSI operations can include:
AI-augmented financial CX
Human-led, AI-powered CX for BFSI
AI can help financial institutions improve speed, consistency and operational efficiency when it is implemented responsibly and designed around customer trust.
Probe CX delivers AI-powered CX for BFSI through a people-in-the-loop model. AI supports agents, managers and customers, while human expertise remains central to judgement, empathy, escalation and complex decision-making.
This helps BFSI organisations improve productivity and service quality without compromising trust, compliance or customer care. Our AI-augmented capabilities can include:
Workforce scale and delivery flexibility
Scalable customer service outsourcing for financial services
Demand in financial services can shift quickly due to market events, product changes, campaigns, digital adoption, claims activity, hardship support or service disruption.
Probe CX provides scalable workforce models that help BFSI organisations respond to changing demand while maintaining control, quality and compliance.
For organisations considering customer service outsourcing for financial services, Probe CX provides the operational maturity, workforce flexibility and security focus required for enterprise BFSI environments. Our delivery capability can include:
People, culture and client immersion
Teams built around your organisation
Probe CX’s people are one of our strongest advantages. We recruit carefully, train thoroughly and build stable, engaged teams who understand the responsibility of representing our clients with professionalism, empathy and consistency. Our teams are immersed in each client’s culture, brand standards, operating rhythm and customer expectations, so they deliver service that feels aligned, informed and genuinely connected.
When required, Probe CX can also support the transition of existing client teams with care and structure, protecting business knowledge and service continuity while strengthening coaching, governance and performance management. This approach helps organisations reduce disruption, maintain quality and build culturally aligned teams that perform as a natural extension of their business.
Outcomes our finance clients can achieve
Probe CX helps finance organisations improve collections performance, digital adoption, compliance visibility and customer outcomes through secure, scalable and people-led service delivery.
Faster response times
Smart routing, trained teams and connected channels help customers reach the right support faster.
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Higher customer retention
More consistent, personalised and responsive support helps protect loyalty and increase repeat engagement.
Lower cost-to-serve
Automation, self-service and flexible workforce models reduce operational pressure while maintaining service quality.
90 %
Up to 90% customer conversion
Hybrid collections for a BNPL provider
A buy now, pay later business achieved 80% to 90% conversion rates through a hybrid collections model designed to improve recovery while maintaining customer empathy and compliance.
41 %
Monthly cost savings
Lower commission fees through smarter collections design
The same finance program delivered 41% savings in monthly commission fees, while also increasing the volume of collection accounts handled.
30 %
Less after-call work
Genesys Agent Copilot for an automotive finance lender
An automotive finance lender reduced after-call work by 25% to 30%, translating to a 100-second reduction per call, while simultaneously increasing hardship and complaint recognition by 86%, not trading one for the other.
Modernising citizen support operations
Probe CX helps public sector organisations modernise citizen support by connecting people, technology and process into a more efficient and cost-effective operating model.
Through secure service delivery and scalable workforce capability, governments can improve responsiveness, reduce pressure on internal teams and deliver more accessible support across channels.
Achieve the metrics that matter
No matter whether a government agency or blue-chip company partners with us, we create real business impact.
-43
Average handling time
Retailer transforms contact centre into digital-first experience centre driven by automation.
+$9
In annual revenue
Strategic sales program results in an airline exceeding its sales targets 21 months running.
+75
Efficiency gains
Interactive voice response deployment greatly cuts wellness group’s manual handling.
Supporting every
area of the BFSI sector
Probe CX supports financial services organisations across multiple customer journeys, operating models and regulatory environments.
Retail banking
Support everyday banking enquiries, onboarding, digital adoption, complaints, account servicing and customer retention.
Insurance providers
Manage policy enquiries, claims support, renewals, complaints, customer updates and high-volume service periods.
Fintech organisations
Scale customer support for fast-growing digital finance products, onboarding journeys and platform-based service models.
Wealth management
Support customer enquiries, adviser servicing, account administration and high-trust client interactions.
Lending and mortgage services
Assist customers across applications, verification, hardship support, repayments, settlements and ongoing servicing.
Superannuation and investment services
Support member enquiries, account administration, digital access, contribution queries and complex service journeys.
Travel
Shape memorable experiences with 24/7 automated support to manage complex bookings and journey disruptions.
Mining
We offer advanced data-driven solutions focused on process optimisation, resulting in a competitive advantage.
Transport & Logistics
Streamline operations and the customer journey to increase customer satisfaction with proactive exception management.
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Frequently asked questions
What is government customer experience?
Why is CX important for government organisations?
What are government CX operations services?
How can AI improve government customer services?
How do government agencies improve citizen engagement?
What should public sector organisations look for in a CX partner?
How does Probe CX support secure and accessible government service delivery?
Explore other
industries we serve
Probe CX supports organisations across industries where trust, scale, security and operational resilience are critical.
Government
Secure, citizen-first CX operations for modern public service delivery.
Healthcare
Accessible support for patient, community and health service experiences.
Ecommerce
Customer support for digital commerce, fulfilment, post-purchase journeys and online growth.
Retail
Customer experience solutions for connected retail journeys, loyalty and omnichannel growth.
Energy and utilities
Scalable support for high-volume enquiries, outages, billing and service disruption.
Transport, logistics and travel
Responsive support for delivery issues, service updates, bookings and journey disruption.
Travel
Shape memorable experiences with 24/7 automated support to manage complex bookings and journey disruptions.
Mining
We offer advanced data-driven solutions focused on process optimisation, resulting in a competitive advantage.
Transport & Logistics
Streamline operations and the customer journey to increase customer satisfaction with proactive exception management.
Frequently asked questions
What is CX in BFSI?
CX in BFSI refers to the way customers experience banking, insurance, fintech and financial services organisations across every interaction. It includes digital banking, contact centre support, onboarding, servicing, complaints, claims, account management and customer retention.
Why is customer experience important in banking and financial services?
Customer experience is important in banking and financial services because trust, speed, security and ease of access directly influence loyalty, retention and customer confidence. Strong BFSI customer experience also helps improve operational efficiency and reduce service friction.
How can AI improve BFSI customer experience?
AI can improve BFSI customer experience by supporting smart routing, agent assistance, conversation analytics, automated quality monitoring, predictive insights and knowledge management. The best outcomes come from AI augmenting human teams, not replacing them.
What customer support services are important for financial institutions?
Important financial services customer support services include contact centre operations, digital servicing, onboarding support, complaints handling, account servicing, claims support, identity verification, fraud-aware escalation and back-office administration.
How do BFSI organisations improve digital customer experience?
BFSI organisations improve digital customer experience by connecting channels, simplifying self-service, supporting mobile and online banking journeys, using AI-assisted support and ensuring customers can access human help when needed.
What should financial institutions look for in a CX partner?
Financial institutions should look for a CX partner with secure operations, compliance awareness, BFSI experience, AI and automation capability, scalable workforce models, strong governance and proven operational delivery.
How does Probe CX support secure customer engagement for BFSI organisations?
Probe CX supports secure customer engagement through trained teams, controlled workflows, secure data handling, fraud-aware processes, AI governance and omnichannel service delivery designed for regulated financial environments.
