Enhancing Account Holder Satisfaction During Digital Conversions and Enterprise Change Events

Did you know that 30 percent of your online banking users will call during a conversion? Or that, depending on the number of online users your financial institution has, your call volume could double? Just because your contact center works well now doesn’t mean it will continue to operate smoothly when there’s a new enterprise initiative launching, like a conversion.

It’s important to properly prepare account holders when a change event is about to occur, and equally crucial to ensure internal staff is ready for the event too. These five internal communication “best practices” will help ensure your staff is fully prepared to meet account holder needs and that the transition is as smooth as possible.

A change in online banking applications provider required some customers of a financial services company with $60 billion in assets to go through a multi-step conversion process. While the institution...