Contact centers are functioning as the second window for banks to offer quick and quality financing services. Amid the deepening IT construction and IP-based convergence driven by broadband, Internet, and 3G, contact centers have fueled a broader range of financial service innovations. Future banking contact centers will offer increasingly all-powerful financial services to customers. As centers that support self-service, investment and financings, marketing promotion, and information service, banking contact centers can interact closely with banks and customers through various media anytime anywhere, thus improving customer satisfaction and service efficiency.
The banks’ contact center service system delivers online banks, IVR self-service, and agent service that have varied quality levels. Online banks and IVR self-service undertake over 95% of non-site services through agents. Costs of services handled by contact centers account for less than one-tenth of those by counters. The service system helps balance service efficiency, level, and cost. As the banking industry matures, a variety of professional banks boom, which will in turn increase competition. As a leading service channel of banks, contact centers are facing more challenges. The banking industry has realized the importance of customer orientation, which necessities customer satisfaction improvement, cost reduction, financing service customization, customer value exploration, and transaction security. This will create both challenges and opportunities for banking contact centers.
With a profound understanding of banking contact centers and over 10 years’ experience in carrier-class applications, Huawei has customized a solution for the banking industry.
The banks’ contact center service system delivers online banks, IVR self-service, and agent service that have varied quality levels. Online banks and IVR self-service undertake over 95% of non-site services through agents. Costs of services handled by contact centers account for less than one-tenth of those by counters. The service system helps balance service efficiency, level, and cost. As the banking industry matures, a variety of professional banks boom, which will in turn increase competition. As a leading service channel of banks, contact centers are facing more challenges. The banking industry has realized the importance of customer orientation, which necessities customer satisfaction improvement, cost reduction, financing service customization, customer value exploration, and transaction security. This will create both challenges and opportunities for banking contact centers.
With a profound understanding of banking contact centers and over 10 years’ experience in carrier-class applications, Huawei has customized a solution for the banking industry.
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