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01.29.19

5 Call Center Improvements Every Bank Should Consider

Justin Smorawske

 

In the world of finance, customer satisfaction is key to growth, and call centers help banks and credit unions across the country manage their customer service efforts. Is your financial institution's call center doing everything it can to ensure customer satisfaction? 

Check out these key considerations for bank call centers.

1. Harness the Power of AI

Automation is a growing trend that is revolutionizing the way we think about customer care. It saves your support representatives time, while also ensuring that your customers and members are taken care of from the moment they come to you with an issue. By investing resources into AI, such as chatbots that can deduce a customer's problem and direct him or her to the right place before ever talking to a person, companies free up the time of their representatives and leave their customers satisfied with their limited wait times.

2. Unload to Social Media

Social media is a fast, efficient way to answer the questions of individual consumers in an informal setting. Starting up a customer support social media account on Twitter or Facebook allows users to quickly troubleshoot their issues over the internet without needing to set up customer-support tickets. Unloading some of your customer-support traffic to social media will allow customers to get their questions answered in the way that is most efficient for them, which leads to higher satisfaction in the end. 

READ: 4 Key Elements of Every Bank or Credit Union's Social Media Strategy

3. Don't be Stingy

When a customer or member has had a disappointing experience with your financial institution, it is in your best interest to leave him or her satisfied with your customer service.  Most companies believe that, when it comes to customer complaints, admitting fault and apologizing is enough. However, the 2017 Customer Rage Study found that only 23 percent of people were satisfied with just an apology, but 73 percent were satisfied when they received monetary relief and an apology. Something as simple as a $10 gift card can be the difference between a happy customer and a disgruntled customer down the road. Check out 5 Customer Appreciation Tactics Your Business Can Steal for more tips on how to show your customers they matter.

READ: 4 Non-Traditional Rewards Program Ideas for Banks and Credit Unions

4. Enable Self-Service

These days, consumers are increasingly self-reliant. The concept of needing to speak to a call center support agent to resolve issues can be frustrating for people who are used to finding answers to all their questions online. In fact, according to Amdocs, 91 percent of surveyed consumers said they would use a single, online knowledge base if it were available and tailored to their needs. Enable your customers to resolve their own technical support issues by monitoring the most common issues that your support agents are needing to resolve. Then build out methods to solve these problems online—without ever needing to talk to a real person.

5. Empower Support Agents

When consumers do decide to give your call center a ring, they want their issues to be resolved immediately by the person on the other end. Support agents running problems up the chain of command creates frustration for customers who are already frustrated. Help eliminate this frustration by giving your first line of support agents the power to resolve most, if not all, customer or member issues themselves. By allowing to make more customer-care decisions on demand, you will streamline the customer support process, save your bank or credit union time and increase overall satisfaction following calls to customer service. 

READ: 5 Ways to Boost Your Bank or Credit Union's Customer Loyalty

No matter the size of your financial institution, your team could stand to benefit from improving your call-center operations. By embracing a few of these tips, you may see a significant increase in customer satisfaction, positive online reviews and new business referrals. 

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