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Banking contact centers have evolved beyond basic telephone-based call
centers to more sales- and service-focused centers that support 24x7 interaction
with customers across banking channels and lines of business. Today’s contact
center is central to the movement toward omnichannel banking, and promises
heightened levels of customer satisfaction.
In this research note, Contact
Centers: A Critical Component for Customer Satisfaction in Banking, Mercator
Advisory Group reviews the opportunities and challenges for banks, credit
unions, and other financial institutions in transitioning their monochannel call
centers to omnichannel contact centers. Mercator Advisory Group survey data is
presented as evidence of U.S. adults’ willingness to try new methods of
communication with financial institutions. The research note discusses staff
training requirements and some examples of contact center technology solutions
“Following a strategy used to assess branch efficiency and improve
performance, financial institutions are reviewing and reconfiguring their call
and contact centers to include capabilities beyond basic functions like
providing account balances and handling complaints. Today’s contact centers represent
assets that can be leveraged as a critical component of the move to omnichannel
banking,” comments Ed O’Brien, director of Mercator Advisory Group’s Banking Channels
Advisory Service and author of
the research note.
This research note is 12 pages long and has 8 exhibits.
Companies mentioned in this research note include: Contact
Solutions, Enghouse Interactive, and NCR
Members of Mercator Advisory Group Banking Channels Advisory Service
have access to this research note as well as the upcoming research for the year
ahead, presentations, analyst access and other membership benefits.
One of the exhibits included in this note:
(Click to Enlarge)
Highlights of this research note include:
- Evolution of the contact center propelled by advances in online and mobile banking and their convergence in digital banking solutions
- Data from Mercator Advisory Group CustomerMonitor Survey Series that is evidence of U.S. banking customers’ interest in new approaches to customer contact and banking
- Requirements for training of banking personnel for the modern contact center
- Examples of vendors’ technology solutions for use in contact centers