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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)
- Article from:
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ABA Bank Marketing
- Article date:
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September 1, 2007
- Author:
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;
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Copyright informationCOPYRIGHT 2007 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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[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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