Adams, John
March 2005
Bank Technology News;Mar2005, Vol. 18 Issue 3, p34
Trade Publication
The article reports that the Internet and call center are a bank's remote and, at times, impersonal second cousins, but making them second fiddle is a bad decision. A customer's descent into automation hell can be the difference between a better relationship and a lost one. Since automated call centers and Web sites have become the front lines of service, the risk goes far beyond what existed when these channels were merely the domain of the early adopters. Experts have been finding a strong correlation between on-line banking service and retention. A good site equals not only higher retention, but higher profitability. INSET: It's Easy to Draw Anger.


Related Articles

  • Call Centers Make or Break Relationships. Tribue, Edmund V. // Bank Technology News;Apr2007, Vol. 20 Issue 4, p38 

    The article reports that call centers affect the overall performance of banks in the United States. Bank executives need to realize that service centers have become a crucial arena for managing customers' overall experience. Achievement of first-call resolution of any customer inquiry should be...

  • Banks Demanding More from Web Systems. Lockyer, Sarah E. // American Banker;11/11/2003, Vol. 168 Issue 217, p15 

    The climate for Internet banking vendors is harsh and getting harsher, with banks demanding more return on their investment, according to Celent Communications LLC report released November 6. The banks that have recently dropped fees for online bill pay are looking to recoup the loss, and banks...

  • Survey Says: Bank Call Centers Earn High Marks.  // Credit Union Journal;7/2/2007, Vol. 11 Issue 26, p11 

    The article discusses the result of the survey which shows that banking call center ranks second in customer service satisfaction which was made by CFI Group. The survey has been conducted to 900 consumers who give the call centers high marks in the overall rating due to the ability of resolving...

  • Toward a Better (and Better Selling) Call Center. Goetzmann, Gordon J.; Moumtzidis, Theo // American Banker;3/28/2006, Vol. 171 Issue 59, p2 

    The article discusses ways by which banks can improve the quality of their call centers. The authors begin by listing a multitude of common problems which they have observed and recorded regarding call centers' services and policies. The article provides a list of several tips to improve the...

  • Take me to the CFO: Connecting call center facility design with profitability. Kingsland, Roger // American Banker;8/18/1997, Vol. 162 Issue 158, p10A 

    Examines the influence of call center facility design on bank's profitability. Effect of design on the productivity of building occupants; Details regarding a good call center design; Components to consider for call center flexibility.

  • Higher Calling. Gerstner, Diane // ABA Bank Marketing;Apr2002, Vol. 34 Issue 3, p22 

    Presents information on call centers of banks. Customer benefits of call centers; Reasons for the underutilization of call centers; Steps that a bank can take to use the customer-service benefits of call center technology.

  • Customer call centers.  // ABA Banking Journal;Feb98, Vol. 90 Issue 2, p103 

    No abstract available.

  • UNFRIENDLY. Wessels, Leani // Finweek;8/12/2010, p11 

    The article looks at the performance of First National Bank's call center, which gives erroneous information that causes hassles to its client.

  • Banks Top Retailers in 6 of 7 Call Center Categories . POWER, CAROL // American Banker;8/24/1999, Vol. 164 Issue 162, p13 

    Compares banking and retail call centers in the United States based on the 1999 O'Connor Retail Benchmark Report. Rating comparison with respect to cross selling; Identification of customer needs; Customer rapport; Professionalism.


Read the Article


Sorry, but this item is not currently available from your library.

Try another library?
Sign out of this library

Other Topics