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One of the easiest channels to use Contact Centre for sure, what is required simply dialling couple of numbers – surfing through the IVR (this could be challenging though?!) – finalizing your task via IVR or Agent. Contact centres are old as Cards so
both could be considered grandparents of Digital Banking, so deserve respect and understanding. CC business seems quite operational task at first sight but if used well, from improving customer satisfaction to selling products – there is a wide spectrum of
benefits available. In my opinion, Contact Centre is 911 of bank and it has a huge potential to create little miracles for the business. Also it should be noted that most of the funny and nice customer stories we heard coming from CC too, together with painful
and hard to accept ones!
First some basic introduction to Contact Centre Business: CCs have both inbound and outbound capacities, outbound is usually known as telemarketing too. In order words, sometimes Clients call CC (inbound) – sometimes CC calls clients (outbound) – mostly
support (inbound) and sales (outbound) purposes. But also please note that CC can sell via inbound calls too, after finishing the task client asked for – “Oh Mr/s X, we have a superb offer for you!” – This is what successful CCs do.
This is the short version of the post.
Starting from Tip 2 to Tip 30 only short versions of my posts are available at Finextra. From Tip 31, full (long) versions of my posts can be read here.
Miika such a wonderful and critical comment you wrote here, thank you. It is a sad truth that there has been some narrow interpretation of digitalization taking place by most respected people and companies. Co-product development with customers is never
as easy as now, also customer feedbacks are at everywhere. But still some institutions see DIGITAL as a project or a limited tool, rather than as a radical change in the balance between the customer and the provider.
19 Mar 2009
This post is from a series of posts in the group:
A discussion of trends in innovation management within financial institutions, and the key processes, technology and cultural shifts driving innovation.