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Article: Close call: ensuring that your phones get answered: are your frontline people struggling to juggle incoming telephone calls with the needs of lobby customers? Consider the advantages of a call center ...(Fundamentals)
- Article from:
- ABA Bank Marketing
- Article date:
- October 1, 2003
- Author:
CopyrightCOPYRIGHT 2003 Bank Marketing Assn. This material is published under license from the publisher through the Gale Group, Farmington Hills, Michigan. All inquiries regarding rights should be directed to the Gale Group. (Hide copyright information)
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Is your bank one of the few that hasn't established a call center yet? Then you probably weren't aware that today only 11 percent of an average bank's customers ever walk into the lobby and less than 30 percent use the drive-up window.
Now that you know the facts, you might consider the benefits of a call center.
You surely realize that your personal bankers regularly have to choose between answering their phones and taking care of the customers standing in front of them. In addition, your loan officers too often let their phones ring when they're on a deadline. In either situation, the customer loses.
More banking customers today are choosing ...