5 THINGS BANKING CONTACT CENTERS CAN DO NOW TO OPTIMIZE THEIR WORKFORCE

2021-12-22 22:14:49

The banking industry has undergone many changes in the past several years. With fewer people visiting offices now, due to the pandemic. Now it is more costly to complete a transaction at a branch than online and cutting costs is the main concern for many financial institutions. Meanwhile, banking contact centers have pushed more customers to turn to online banking out of necessity. Now increased call volume leads to more extended call handle and hold times, and the potential for customer service commotion.  So there are a few tips to maximize the contact center’s workforce.

 1. Route automation as a path forward

Process automation is fundamentally the use of technology to streamline complex business procedures. This can be implemented to validate callers quickly and precisely, which can considerably reduce average hold time and enable better personalization and client service. Process automation in banking contact centers can replace ineffective, outdated authentication options. 

2. Genuine callers rapidly and accurately

The right process automation solution allows you to influence the latest technology to generate inbound testimonials for every caller, and supply the IVR with the required data to do their job. Legitimate callers can be inertly authenticated based on interactive voice. They won’t experience the aggravation to remember the location of their first job. Passport is the authentic proof of banking contact centers that provides your customers with a rationalized service experience that will delight and not agitate. 

3. Take control of average hold times

Reducing AHT can perk up effectiveness and slash costs appreciably. Some call center solutions advertise a handle-time reduction by about three seconds while an incorporated solution offers far more consequential savings. Multi-factor authentication solution driven by the newest technology reduces the hold time up to a few seconds per call. The banking call center is a solution that not only helps bank contact centers to handle increased call volume but also contributes to significant cost savings and increased customer satisfaction.

4. Keep up high levels of customer service with advanced call volume

Customer service is becoming a primary driver for the success of a business. According to research customers search for or switch to a new provider if they did not get satisfactory service. Clients contact to call centers for streamline service, personalized attention and more self-service choices from banking call centers. In a crowded market, banks compete on serving the customers. Now with the advancement of technology face-to-face communication at the branch become less common. Thus maintaining an excellent customer experience falls on the contact center. Banks have a chance to authorize their clients with the capability to access the information they need in less time and with less infuriation.

5. Introducing a new mobile application to assist users

With fewer people going into branches, many banking contact center agents now find themselves in the role of customer tech support. Introducing new mobile app assists users to solve a variety of issues and also handling their typical call load. With this agents need not have their personal computers to handle the call. Therefore, the individual agent’s time is becoming more precious to the contact centers. Calls on the mobile app also help in avoiding operational and capital expenditures. This can help banks to deliver a better customer experience that competitors cannot match. 

Overall, the solution gives more self-service options, shorter call times, and a painless validation process that runs in the background.

 

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