Banking First call resolution Interactive Voice Response Wait times 
Hodusoft
DECEMBER 21, 2023
Leveraging Advanced Call Center Software- Enhancing FCR in Banks and Financial Institutions Witness the evolution of the banking and financial landscape as it progresses into a new era of customer service excellence, driven by cutting-edge technology and real-time statistical insights.
Hodusoft
JULY 6, 2022
It’s a VoIP (Voice over Internet Protocol) feature that allows customers to connect with call center agents based on particular queries. When a customer calls a business, they may interact with an auto-attendant or IVR system that automatically routes the call or asks for input and then routes it to the right department.
This site is protected by reCAPTCHA and the Google Privacy Policy and Terms of Service apply.
Expivia
APRIL 1, 2021
High service levels do not mean as much as low AHT, Wait Times, and Wrap time. You get pressure to handle more calls in a shorter period of time. This has a snowball effect as well because the bigger the queue the more pressure you and each of your supervisors put on the reps to handle the next call.
Callminer
AUGUST 1, 2017
Our solution, VIA Contact Centre, is actually an adapted form of Skype for Business that offers added benefits to the contact center like call recording, smart agent selection, and interactive voice response – the latter is particularly useful as it negates the need for switchboards entirely. Jeff Toister.
Callminer
FEBRUARY 21, 2018
Respondents must be able to forward customer inquiries to the appropriate customer service representative or quickly escalate a phone call depending on its nature. But no matter how your contact center is configured, there are a number of vital considerations to take when purchasing call center software.
aircall
MAY 14, 2021
If a person answers the call, an auto dialer can put the person on a brief hold until a live agent comes on the line. Back in the 1940s, banks used the first auto dialers to make calls for collections. Presents the risk of abandoned calls if agents take too long to connect. Consider the size of your call center.
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? However, there are several special considerations when deciding whether to install self-service options in your call center.
Expert insights. Personalized for you.
64 
Let's personalize your content