Call Center Bank: Who Is the One Answering Your Call?
Call centers are growing, and big banks are some of their biggest customers and supporters. Last time you had to call your bank, you likely grabbed your credit or bank card and dialed the toll-free number that was on the back of it. Like me, you may have done this just last week.
You dialed the number and likely got through to someone who was pleasant and helpful. They gave you all the information you needed, and the experience met your expectations. But did you stop to think about who you were actually calling?
More often than not, when you call your bank, you’re actually reaching a call center bank or virtual call center. It doesn’t feel that way because you reach someone who has access to your account and is extremely knowledgeable.
Operations of a call center bank
When you think about it, it really does make sense. When you consider the large banks and financial institutions, how many customers do you suppose they have? They require a huge customer service workforce, just to respond to the continued customer inquiries and service requests.
The way this often works today is that a bank will hire an existing call center to become their customer service representative. The call center supplies the workforce, and the bank pays the business to handle all the incoming calls.
Benefits of a virtual call center
Due to the nature of banking, the high level of security and required training sets these call center banks apart from others. Banks will pay these companies a premium, to account for the additional security measures and training required. The bank is essentially outsourcing their telephone banking which allows them to expand their service level without having the additional costs and burden of growing their own workforce.
When seeking the right provider to support a virtual call center for a bank or financial institution, it’s important to look for certain features and benefits to ensure your needs are going to be met.
Nectar Desk offers a wide variety of tailored solutions to meet the needs of banks and other businesses. For example, the option for skills-based routing — this ensures phone calls are routed to the agents with the proper training to manage the particular issue. Other features such as outbound caller ID and the ability to perform cold and warm transfers give your organization the flexibility it needs to manage all aspects of delivering superior customer service.