17 Mar Member Spotlight: Capter
Member Spotlight: Capter
Capter specialises in providing customer-based contact solutions to financial services firms. The core strength of Capter is based on its flexibility to deliver everything from complete solutions to small scale consulting, alongside its Welten Detachering, used for scaling of certified professionals when and where needed. Dukers & Baelemans, another member of the Welten group, assures the quality of the personnel is always top notch and equips the employees with the latest available skillset.
Capter operations include the outsourcing of front, mid and back-office operations, in-sourcing, outsourcing, consulting and complete solutions for financial firms which need to engage clients in the most appropriate manner. Their customer base is broad and includes the large traditional parties like banks and insurers, while lately fintech firms have also joined the fray. The way Capter helps these totally different companies comes down to operational flexibility and the philosophy of those who work at Capter. Bigger firms often need a project-based expansion of their customer service workforce, either when launching a new product or when a legal development has increased the need for customer engagement. The well-know “Woekerpolis-affaire” was one of these events in the past, where many companies needed to reach out to their client base and offer compulsory advice and substitutional products for the heavily criticized insurance products that they initially bought. Smaller firms often require Capter to aid in setting up the way they stay in touch with customers and sometimes even go as far a completely outsourcing this service to Capter, allowing them to focus on their core business.
Fieke van Telgen, a Sales and Business Consultant at Capter with a multiskilled background in psychology and data science, offers an in-depth look at Capter’s emphasis on the science behind customer care and satisfaction: “When engaging clients, the reason to choose a medium is not only down to convenience and efficiency, but also the emotional state of the customer. People react differently to other ways of contact, and loyal customers need to be approached in a different way than people who are looking to switch to another service provider. This client segregation follows a trend of the last years where many companies have made an effort to create an in-depth understanding of customer needs based on data and clustering. Many people have seen to benefit of doing more things by themselves, and don’t see the need of an expensive financial advisor to aid them along the way. This trend has seen the surge of many internet based parties through which consumers can apply for mortgages, loans, investments and other financial products. Nonetheless, the average customer will always require a face-to-face contact person if the need arises to assure them of their choices make sense and that everything is going well. This trust-based reassurance remains, at this point of time, an important part of financial services.”
Fintech parties are likely to play an increasingly important role in these developments because many of these firms’ solutions can cater to certain services on a more efficient and more convenient basis. Fieke believes that fintech parties will receive a strong boost from the forthcoming changes outlined in the PSD2 (Revised Payments Services Directive), and sees this set of regulations as an important step towards generating further innovations within the financial services industry. One of Capter’s key motivations for joining the Holland FinTech member community is based around the belief that a company should always aim to be fully informed on the latest news, research, and developments within its given sector. For companies that operate within the fintech landscape, an engaging, digital platform environment that emphasises knowledge-sharing amongst innovators, disruptors, and experts, offers an ideal source for fresh insight.