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Article: Call Center Strategies

Article from:
America's Community Banker
Article date:
May 1, 1998
Author:
Copyright

While No Longer a New Customer Service Delivery Channel, Call Centers Are Constantly Being Refined and Enhanced. The New Call Centers Are Becoming Focal Points for Sales Opportunities and Reaching New Markets

The advent of multiple delivery channels-Internet and PC banking, telebanking and limited-service branches-has not caused a lessening in importance of the call center. To be sure, the notion of the call center as a pure service outlet is passe, but a new type of call center aimed at cross-selling is emerging. The modus operandi of the new call center involves transforming routine transactions into sales opportunities, using contact management databases and identifying new customer ...

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