At the First MicroFinance Institution Syria (FMFI-S) it was found that beside the branch network, FMFI-S had no other channels in place to sell its products and/or service to its clients. The institution decided that the set-up of a call centre would improve its service and eventually its outreach. International best practices have also shown that for the microfinance client target group, this channel can be very successful and cost effective.
Some seven million Syrians, about 38 percent of the country’s population, have a mobile phone. This makes getting in touch with clients and others who have shown an interest in getting a microfinance loan easier. With the help of the Frankfurt School of Finance & Management, FMFI-S started the process of improving customer service by upgrading the staffs’ skills and reducing loan approval time.
via Aga Khan Agency for Microfinance – Case Study:�Call Centre.
Ismailimail 