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The Drive for Quality and CRM The Evolution of Financial Services Call Centers Volume V

The evidence is in: Banks' call centers are changing – is yours? The Drive for Quality and CRM: The Evolution of Financial Services Call Centers, Volume V can tell you if your bank is ahead of the curve, in the middle of the pack, or lagging behind. Banks of all asset sizes were questioned in this most recent survey of financial services call centers. The result? Findings that identify and examine the top three business areas supported by both all-purpose and specialized (dedicated) call centers.



Among the surprising news:


·         Call volume per seat increased by 27 percent for inbound service calls, but declined 26 percent for inbound sales. 

·         Most financial institutions were on target with their speed of answer statistics. Interestingly, only large financial institutions with $10 billion or more in assets had an actual average handling time and abandonment rate higher than the standard. 

·         More banks are transitioning from financial services call centers to contact centers—but are not yet comfortable calling these operations profit centers. 

·         Across all asset categories, fewer financial institutions have a formal business plan for their call centers, down from 65 percent in 2000 to 59 percent in 2001.  

·         Although more than half of those surveyed said CRM was an important part of their business strategy, smaller institutions were far more likely to rate CRM as "critically important."


And these facts are just a sample of the comprehensive, sometimes eye-opening information you will find in The Drive for Quality and CRM. The survey report covers topics from people and performance, technology and e-business to facilities, strategy and leadership, customer relationship management. If you want to understand how and why call centers are changing, you need The Drive for Quality and CRM.


Release Date: June 2002

View the table of contents (PDF format).
View the index of data tables (PDF format).


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