Most financial institutions have estimates for their “normal” volume, but it’s easy to underestimate just how many customers will rely on service channels during a change event. For online and mobile banking conversions, anticipating customer needs and expectations is critical to ensuring success.
Given the importance of customer satisfaction and engagement, the contact center plays a critical role in your financial institution’s growth and overall success. Clear benefits such as increased capacity and greater flexibility for variable call volumes make perfect sense when weighing whether to implement a third-party support partnership for call centers. But, let’s take a look at some more specific situations where outsourcing can become an advantageous (and strategic) solution for institutions:
Get new insight into inbound events, their impact on your operations, and best practices to deliver a seamless organizational and account holder service experience. Presented by Harland Clarke.