Hodusoft

OCTOBER 19, 2022

5 Reasons Why Financial Institutions Must Invest In Contact Center Software Financial businesses, like banks and insurance companies, deal with people’s money. Today, finance contact center software is one of the best ways for financial institutions to keep tabs on their customers and earn their trust.

Contact center software 52

Contact center software Contact Center Finance Abandon rate 52

JustCall

MAY 14, 2024

Higher average wait time (AWT) almost always leads to higher abandonment rates and lower CSAT scores. So why does AWT go up at call centers? But the same customer may not be willing to hold for long if they’ve just discovered their bank account has been hacked.

Wait times 52

Wait times Call Center Average Handle Time Interactive Voice Response 52

Freshcaller

AUGUST 17, 2018

High abandon rates in a call center is a supervisor’s nightmare. We reached out to several call center teams for discussing solutions to this major problem. Improved context for transferred calls. Let’s take a moment to understand one of the problems faced by Freida, a support executive in a bank.

Abandon rate 53

Abandon rate call center software Call Center Abandon Call 53

aircall

AUGUST 18, 2021

The line “This call may be monitored or recorded for quality and training purposes” is one of the many ways your call recordings can stay compliant with the regulations. Especially in the financial sector like banks and insurance companies, where the government and private entities require call recording. Need more help?

Coaching 71

Coaching Government Abandon rate Call Center 71

Fonolo

MARCH 7, 2023

For example, if a company is boasting about banking-by-chatbot, ask yourself how much of that interaction was previously done over their website, and thus already in the self-serve realm? Your call center software can help you assess the service once it has been put into place. Check the metrics.

Self service 87

Self service Call Center Interactive Voice Response Chatbots 87