Taking a Heavy Load Off of Reps' Shoulders

Fest, Glen
December 2005
Bank Technology News;Dec2005, Vol. 18 Issue 12, p1
Trade Publication
The article focuses on upgradation of banking call centers. The banks are increasing call center efficiency in order to reduce the load from branch teller interactions which are more costly. The challenges which the banks had to face to build call center efficiency included issues related to the contact center's capacity and the employees' abilities. Technology investments in the alliance between the telephone and the on-line banking channels highlights the trend in the industry. There is need to know the demand for upgraded call center services. Banks are upgrading call centers by improving the training of performance pay and monitoring employees and bringing the customer on the phone on the same level as the one in the branch.


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