Call Center Management Featured Article
Money, Money, Money: 7 Ways to Better Customer Experiences in Banking
The customer service experience is important, regardless of the industry in which you compete. The challenge, of course is to identify those things that the customer insists on to make their experience what they expect. These expectations can vary by the industry and missing the mark can cost a company a customer. For call center management in the banking industry, paying attention to the details is critical.
Call center management solutions provider, Monet Software (News - Alert) recently published a blog on this topic, highlighting the metrics that are important for the banking call center. Paying special attention to the information that is captured in the call recording process, Monet Software suggests that there are seven performance measures that can drive improvements in the banking call center. Let’s take a look at this list and how these measures may work well in your environment.
Schedule Adherence – it’s easy to consider the inconveniences associated with those agents who don’t adhere to the schedule, but what about the inefficiencies and cost? The schedule is built a certain way for a reason and deviations means a decline in service availability.
Answer Time – it should go without saying that customers (regardless of the industry) want their call answered quickly. A standard should be put in place and adhered to on a consistent basis.
Agent Scheduling – it’s important to ensure the agents scheduled have plenty to do, but not too much. Finding the right balance to keep agents and customers happy with the activity level is challenging, but very rewarding when it’s put in place.
First Call Resolution – no one wants to make multiple calls on the same issue. It also costs the call center money and potentially the customer. The agent who can’t resolve on the first contact either needs more power or more training.
Transfer Rate – if a customer has to be transferred to call center management to achieve resolution, is there a problem in the process or is it a difficult customer? Transfers must be kept to an absolute minimum.
Rate of Abandonment – if calls are being abandoned before they are complete, it’s not likely that all of those customers are finding their own resolution. It’s time to do something about your wait time and ensure agents are adequately trained for the calls.
Blocked Calls – is there anything that could make a customer more angry? These are generally a result of inadequate networks, so call center management must invest the proper resources to ensure anticipated traffic can be adequately handled.
If you can’t focus on improvements in every area, at least pick a few where you can invest attention and resources so as to deliver the kind of experience your customers expect so they remain your customers.
Edited by Stefania Viscusi