Customer experience is the buzzword of the modern business world. No business can succeed without meeting customer expectations and delivering an excellent customer experience at different customer journey touchpoints. The BFSI industry is no exception. With the right call center for the banking and financial industry, banking, financial services, and insurance companies can cater to the changing customer needs and deliver a better customer experience even amid this crisis.
Customers today do not tolerate poor customer service, and they voice their disappointment on social media. A single poor customer service incident can cause customers to take their business elsewhere. Therefore, the BFSI industry must start paying attention to changing customer expectations. Customers today expect banks to:
- Deliver customer service across all touchpoints continuously without having the customers restart a conversation or repeat information.
- Perform fast, intelligent, and personalized service interactions when a customer reaches out to the banks for human assistance.
- High level of expertise in the contact center as the customers use it for more complex inquiries and advice.
If banks, financial services, and insurance companies can meet these basic customer expectations, it will positively affect customer experience and eventually earn the company’s long-term customer loyalty.
Unlike e-commerce and retail businesses, the BFSI industry has been a late adopter of the concept of customer experience. Therefore, to date, the customer service strategies of some banking, finance, and insurance companies are still missing the mark. Some of the areas where they need drastic improvement are:
Gathering and Systematically Reviewing Customer Feedback
Banks today must know the changing customer needs to provide better customer service. The best way to keep a tab on the changing customer needs is to review the customer feedback as quickly as possible. However, most BFSI companies do not have a system to gather and review customer feedback in real-time, which leads to a lost opportunity to improve customer service and customer experience.
Customer-centric Approach
While most BFSI companies say they have a customer-centric culture, very few have the proper culture practices, like measuring customer satisfaction via agent input, a voice-of-customer program to assess customer sentiment, and continuous empathy training of the agents. Without these practices, customer-centricity becomes mere words without any substantial value.
Resources for the Contact Center
BFSI companies do not run a state-of-the-art call center with all the modern tools and technology required to deliver an excellent customer experience. When the agents have to perform with limited resources, their output can often fall short of creating the wow effect.
BFSI companies need to overcome these shortfalls to improve the customer experience. Hiring a Call Center for the Banking and Financial Industry or an insurance call center services will also improve.
How Call Center for Banking and Financial Industry can help improve customer experience
With the right call center for the banking and financial industry and insurance call center services, it is possible to deliver a high-quality customer experience to BFSI customers. These call centers can be used for everything from telesales financial services to regular inquiry handling and customer service. Some of the key reasons for hiring these call centers are:
Experience – These call centers have vast experience working with the BFSI industry, allowing them to handle every aspect of all center services, such as inquiry handling, customer service, and telesales.
Knowledgeable agents – These call centers have a team of knowledgeable agents who can quickly resolve any service-related query or issue efficiently, resulting in improved customer satisfaction.
Seamless experience – The banking and financial industry call center is an extension of their client organization. As a result, the customers can enjoy a seamless experience at every touchpoint.
Personalized service – Call centers are known to deliver highly personalized service to customers, which they have come to expect from a reputed brand.
Technology benefits – These call centers are equipped with the latest tools and technology to help agents promptly and efficiently cater to various customer needs.
Multichannel advantage – A multichannel call center for the BFSI industry can seamlessly deliver customer experience across all customer communication channels such as voice, chat, email, social media, and even text.
Multilingual advantage – It is not mandatory for all customers of the BFSI industry to speak English fluently. A multichannel call center can answer customer queries, including complex ones in the native language of a customer, leading to a better customer experience.
Thorough reporting – An experienced call center can deliver detailed reports of all customer interactions at regular intervals and on-demand, helping BFSI companies make important customer-centric decisions that cater to customer needs.
Greater customer satisfaction – With the tools, technology, strategy, and customer-oriented personalized service by a call center for the banking and financial industry, we can deliver more significant customer satisfaction and, ultimately, better customer experience at every touchpoint.
These are some of the reasons why more and more companies from the BFSI industries outsource their call center services to call for the banking and financial sectors. As an experienced call center outsourcing services provider, Fusion CX can offer banks, financial services, and insurance companies the perfect outsourcing solution to boost customer experience and improve their bottom line. For more information regarding our call center services for the BFSI industry, contact us today.
Looking For Call Center Service Provider For the BFSI Industry? Visit Fusion CX
