Financial Services Solutions –Proactively Enhancing The Customer Experience

Encompassing banks, commercial lending, investment brokers, credit unions and more, financial services touch virtually every adult in the country. However, research shows that over 48% of financial services customers have switched providers in the last year, due directly to a poor customer service experience. It’s not clear how much of that occurs in the contact center; but while most financial services companies offer an automated call-handling option, many are not well designed ...resulting in caller frustration.

Proactive monitoring is vital to understand any issues or problems that your institution’s contact center – and its supporting technologies – may face. Once the reporting and analytics are installed, you’ll need to track and interpret the Key Performance Indicators (KPIs) ...and you’ll need a qualified, capable partner to help you do so.

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How MicroAutomation can help:

• Deploy a self-service IVR that not only handles routine requests such as balance checks and transfers, but also provides intelligent (skills-based) routing to specific agents based on the customer’s stated need
• Provide reporting and analytics, which enable you to (among other things) track call volumes to plan for proactive staffing, and perhaps illuminate a larger issue
• Deploy computer-telephony integration (CTI), linking your CRM to your contact center; this arms agents with customer history when speaking to the customer, thus improving customer satisfaction
• Enable creation of unique outbound dialing mass-marketing campaigns, which agents set up around triggers such as interest rate changes, stock price moves or other market drivers