Rewards Program

The Challenge

MSA was tasked with managing 25,000 monthly leads to drive enrollment in a financial

institution’s Rewards Program. Challenges included educating customers, handling inbound queries, maintaining high engagement and ensuring compliance, all while marketing to business account holders.

The Solution

MSA implemented an inbound helpdesk for customer support as well as a targeted outbound campaign to engage unlinked personal and business customers. Agents were trained on program benefits and account linking requirements. The campaign included real-time reporting, outcome-based remuneration and a flexible approach to handling lead volumes.

The Outcome

The campaign launched in 3 weeks, exceeding expectations. 25,000 leads were managed monthly and the program saw a steady increase in enrollments and higher customer engagement.