During the first week of a digital banking conversion, financial institutions can expect:
- Up to 30 percent of online users to call
- Inbound call volume to double or even triple
- Calls to last up to three times longer
Without proper planning and support, these factors negatively affect wait times and threaten customer retention.
Read how our Customer Change Management solution provided South State Bank the third-party assistance it needed to deliver high-quality service to 38,000 newly acquired customers – readily taking up the institution’s “Be The Customer” initiative.
“They wanted to treat our customers as if they were their customers,” said John McCutchen, Senior Vice President, Director of Customer Care.