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Contact Center Solutions Ensuring the Success of Finance Industries
Posted by voziq on September 2nd
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Financial services organizations have always seen call centers as a means to improve customer satisfaction and cut costs of operations, not taking into account that this channel too, may fail to deliver on both accounts. In a business environment of reduced profits and falling revenues, banks should be looking to redefine the value and mission of call centers. Forward-thinking sectors are now seeking to reduce the call center costs by providing greater and better self-service options
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It was in the early 1980s that call centers made it big in the finance industry, all promising to reduce overall servicing costs. Originally, they were meant to eliminate low-value
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To improve on these fronts
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before they even think to pick up the phoneshifting calls away from agents by improving consumers' self-service experiencereducing call transfers by address calls immediatelycreating a comprehensive view of every consumer's profile to understand their specific needsstandardizing the sales processupgrading the agents' skills so they can offer the right products and services to consumers.
Ultimately, framing contact centers' mission around customer service and satisfaction will help banks achieve substantial benefits when it comes to cost and revenue. The other side of this two-fold solution is moving contact centers from being a transaction-driven channel into an up-selling and cross-selling channel, effectively making them into sales centers with a clear
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About The Company:
VOZIQ is a Washington D.C. based technology company helping enterprise contact centers mine customer interactions to improve customer experience and contact center performance. Our managed analytics services offer benefits of synergy of cloud-based technology, proven solutions and a team of industry experts.
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