In the aftermath of Covid, India’s stock market witnessed a huge influx of new investors with the total number of demat accounts surging from 4.09 crore in March, 2020 to 10.8 crore in December, 2022. Domestic brokerage firms also observed a similar trend with record client additions and made deeper inroads into tier-II and III cities. The brokerage industry has made rapid strides in technological innovations allowing automation of processes, user-friendly trading platforms, and improved market insights easing the investment journey for retail traders.

However, a burgeoning customer base and volatile nature of the market have contributed to higher & fluctuating call volumes in the brokerage industry. A disjointed customer service across interaction channels, and between self-service and agent-assisted service can lead to customer frustration and eventual defection. Given the criticality of timelines in stock trading, a brokerage firm cannot afford long queues, system failures, or slow service delivery and must ensure secure & SEBI-compliant broker-client communication. So, a brokerage firm must navigate these contact center challenges and turn them into opportunities for market leadership.

Join us to learn how to enable seamless and effective client communication for an improved investment journey.