Call Center for Financial Services
Now more than ever, the financial sector needs a lot of personalized service for their customers. A study by E-Consultancy on the digital trends of the financial services industry concluded that companies consider customer personalization as the main goal for 2018.
However, personalized customer care may not be your strong suit. This can be quickly addressed by hiring a call center company to do that for you. Even large companies with their own HR departments find it more prudent to secure the services of the contact industry.
This is because it takes years to learn customer rapport, predict consumer behavior, and placate bruised egos. The call center firm can insulate the financial services companies from dealing directly with irate customers or answer even the most mundane of questions. But digital disruption does necessitate that you have a system in place so you won’t get swallowed by the competition.
Below are some of the benefits of hiring a call center service for financial services:
- Improving Customer Satisfaction – Almost three quarters of people contact the company through the phone to air a grievance or clarification. A call center company will handle the customer service side so you can focus on your core business. The good thing is that the call center company has its own metrics in terms of delivering customer needs. On your end, the feedback is almost immediate.
- Develop Customer Loyalty – Along with customer satisfaction, you will build customer loyalty. There’s a difference between the two. Customer satisfaction has something to do more with attitude while loyalty refers to the predictive behavior and pattern. With the number of websites offering financial services on the Internet, the competition is very stiff. You can’t afford to lose your patrons to your competitors.
- Multiple-Platform Support – When you say call center, people often equate it with voice operations. After all, it’s right there on the name itself. However, technology necessitates that contact center operations expand their functions to offer a multi-pronged support for their clients. Now, aside from manning your hotlines, they can also manage your Facebook account, email, and live chats.
- 24/7 Support – The one advantage of an online business that couldn’t be replicated by physical office is its ability to operate 24 hours a day, seven days a week. However, your online financial services can’t do this without a reliable call center support. The call center company will serve as the bridge between your company and your customers. It’s more cost-effective to outsource customer service support to a third-party service provider than training your own team. It will take months and months, at the very least, before they can reach the level of professionalism and skill that call center employees possess. In addition, salaries and incentives will also bloat your overhead costs if you hire your own employees rather than opt for outsourcing.
Hundreds of companies offering financial services have found out the advantages of hiring call center support. Ask us how!