Banking and Financial Services
In today's rapidly evolving landscape of banking and financial services, customer satisfaction and efficient operations have become paramount for success. Implementing a robust banking call center is no longer a luxury but a strategic necessity for these industries. A well-designed omnichannel call center empowers institutions to provide seamless, personalized, and round-the-clock support to their clients, fostering loyalty and trust.
Benefits of modernizing the banking experience
Personalize customer experiences
Deliver tailored customer experiences with a CRM integration. Automatically screen pop the most relevant customer information. Agents can personalize interactions according to each customer's communication preferences, historical behavior, recent transactions, and support tickets.
Give customers peace of mind with secure payment solutions
Our cloud environments are PCI and SOC 2 compliant. Accept credit card payments without storing sensitive cardholder data in your environment using our secure PCI-compliant payment IVR. Your customers' information remains protected, guaranteeing a safe and worry-free payment process.
Empower customers to access and modify their accounts without assistance
Allow clients to find information and perform tasks such as account or credit card balance inquiries using a self-serve bot without agent assistance. Agents are not required to get involved; the customer can create tickets, complete transactions, or gather information.
Elevate your banking experience with ComputerTalk
Transformed and automated reporting
Previously, Sunshine Coast Credit Union (SCCU) relied on Microsoft Excel for basic reporting, only tracking the number of incoming calls. This required SCCU agents to manually input the collected data after each call, resulting in a time-consuming process.
Consequently, they faced challenges in effectively monitoring caller identities, call durations, and response times. With ice Contact Center, SCCU now gets real-time insights into agent productivity levels, queue stats, call volumes, and a whole range of valuable metrics.
Reduce staff by over 50% with a chatbot
A global bank was costly to run due to its high staffing needs, which were cutting into profits. By implementing a custom chatbot that could handle inquiries like a live agent, the bank was able to reduce staffing by over 50% during the span of 3 years, resulting in cost savings and profitability.
Centralized agent management to extend hours of operation
A bank had multiple operations across different time zones and did not have a centralized number to call. Agents in some time zones weren’t receiving any calls, while in other time zones, they would be experiencing high call volumes, causing long wait times in those areas.
ice Contact Center enabled the bank to unite its agents into one virtual queue environment to fully leverage their centralized services. By consolidating all their phone numbers into one toll-free number, customers can call in and connect to whichever agent is available. This allows agents to be more accessible and extends their hours of operation for a greater customer experience.
Sample Applications
Microsoft Teams contact center for banking and finance
Our ice Contact Center solution for banking and finance seamlessly integrates with Microsoft Teams. This provides banks and financial institutions with a unified communication hub to manage customer inquiries, streamline support processes, and enhance overall operational efficiency.
By combining the power of Teams with advanced contact center features, such as automated call routing, real-time analytics, and comprehensive customer data integration, this solution empowers banking professionals to provide personalized, timely, and efficient assistance to clients.
Learn more
ice Contact Center for Banking & Financial Services
Learn more about how ice Contact Center can help transform your customer experience for your clients.
The valuable role of contact centers in banking and financial institutions
Read this blog to learn 6 ways to ensure each client gets the best experience possible.
8 Reasons You Should Integrate Your CRM With Your Contact Center
Read this blog to find out the 8 benefits that can result from integrating your contact center with your CRM.
Every ice Contact Center solution is unique, designed and configured to meet your changing organizational needs.
With over 35 years of banking and finance experience, ComputerTalk is here to work with you to configure your contact center solution.