Timetric Retail Banking Reports
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Call Centres in Retail Banking - The Path to Excellence
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- Call centers in retail banking
- Case studies in retail banking
- Call center operations
- call center implementation strategy
- Delivery channels
- Australia and New Zealand Banking Group Limited
- First Direct
- ING DIRECT
- Firstsource Solutions
Synopsis
- Call centers perform two roles within retail banking
- They remain predominant channels of direct banks
- Service quality is critical to maximizing call center effectiveness
- Outsourcing offers economies – with caveats
- Certain business scenarios now justify the development of exit strategies ahead of potential call center redundancies
Details
- Product code: VR0711MR
- Published: Dec. 31, 2008
- 102 pages
- Single-user: $3800
- Site License: $7600
- Enterprise License: $11400
- Terms & Conditions
Executive summary
The primary function of a call center is to provide: overflow, alternative or out-of-hours customer service. It usually owes its origin to a need for the parent organization to offer similar facilities to other market players. The development of sales-through-service ethos has meant that the best of such operations are incentivized and empowered to seek and take sales opportunities that may arise during customer dialogues.
Other important initiatives include the use of call centers to offer service to a specific customer segment. These have included direct banking for the business sector and for high net worth individuals. In the latter case, it is not unusual for the call to be made by the client directly to the dedicated relationship manager. In the case of business clients, there may be the need for more complex ongoing matters to be administered through a hand-off to a specialized department.
Scope
- The retail banking call centre operates in two roles within a range of differing business models. The first is the traditional role of the call centre as a supplementary channel within a branch led business. The second is the direct banking operation where the call centre is still predominant but other newer channels are now being explored and exploited.
- This VRL report provides executives, planners and senior managers with a walk-through of the principal issues that will drive success or failure in the short term. It identifies six business models within which the call centre is either the predominant delivery channel or simply provides supplementary support and outlines key success.
Key highlights
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Reasons to buy
- Access to case studies in success and excellence, including: ANZ, ING Direct and Nationwide
- Understand the role of the call centre in the cards industry which includes call centres as a part of a multi channel distribution strategy involving branch and internet
- Projecting your brand through the call centre
Table of contents
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List of tables
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List of figures
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