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We need to "Talk": an inbound call center at a New Zealand bank has been cited for having the world's best customer service.(Call Centers)(Company overview)

[ILLUSTRATION OMITTED]

The secret?

The emphasis is on "great conversations' and not on sales quotas.

Bank call centers have a mixed history. Unlike their counterparts in telecommunications or credit cards. where call centers emerged as a primary interface with customers, bank call centers were largely established as "disintermediators." They were a way to get routine service interactions out of the branches and save the branches for presumably more high-value interactions.

As a result, many bank call centers acquired a second-class reputation. It may even be exacerbated today now that some banks see the call center as a crutch for customers who are reluctant ...

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