Video Engagements and Conferencing Solution, Contact Center Solutions, Call Center Solutions, CRM, Contact Center Automation, Complaints Management Module

How important is the quality of customer engagement for the success of your business?

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Beyond our shores and in developed countries, Video banking is being increasingly used by financial services organizations, such as banks, credit unions and building societies, to interact remotely with their customers or members over a video call in order to perform a transaction or offer consulting services.

Simon Separghan, Director of Global Contact Centres & Omni Channels of Barclays Retail Bank said that “Customers continue to demand human touch and empathy and there is significant benefit to provide not only a voice, but a face of Barclays. The majority of our customers who experienced video banking now demand that their future servicing activity takes place via a video interaction. And If I take a like-for-like servicing.  Request via traditional telephony vs. video banking, the NPS is almost double. It has incredible value for us as an organization.”

The fundamental purpose of video banking is to create a seamless, high-quality, convenient and easy-to-use customer engagement experience. Therefore, it is quite logical to see growing interest in this emerging channel from financial institutions that are looking to increase their overall customer satisfaction and retention.

So we present to you this joint report that was co-authored by Efma, a global not-for-profit organization of retail financial services companies, CUNA Strategic Services, a US organization providing credit unions with access to high quality products, services and technologies and Vidyo, a leading video communications technology provider.

Through this research, they made a distinction between two ways of delivering video banking services:

In branches: on Kiosks and ATMs or in office branch visits where remote subject matter experts can join any discussion

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Remotely, from wherever the customers need to join: on their mobile devices, or from their homes or offices.

The report highlights recent key trends in video banking adoption, bankers’ evolving perception towards this channel and the results observed by those who have already deployed a video banking service.

The 2017 data was collected through an online survey of 282 bankers from 63 countries, which was conducted from December 2016 to January 2017. Read the 2017 report titled “Video Banking: Advancing on the road to maturity”

 Similarly, the 2016 data was collected from 136 bankers across 52 countries, from January through February 2016. More comprehensive results from the 2016 survey were released in another report issued in 2016, titled “Video Banking: The next chapter in a bank’s digital transformation”.

 Contact us now for a copy of the report or send  us your email so that we can email it to you. 

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Call Center Solutions, Complaints Management Module, Contact Center Automation, Contact Center Solutions, CRM, Social Media Engagement

Empower your Call Center agents for quality services delivery

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For quality customer service across your touch points whether through mail, social media, call/contact center or walk-ins. You must, i repeat,  must empower your call center agents and relationships managers to succeed.

As a business analyst in several requirements gathering sessions and CRM road map planning, we have seen and documented a lot of shocking pain points that come up, when brainstorming with the end users themselves; the agents and their supervisors.

One agent in a Bank (i can’t mention the name) had to always open 5-7 different windows to handle a complaint. Only those in this line of business can understand the pressure these agents feel when an irate customer who is threatening fire and brimstone is at the end of the line. The funny fact is that sometimes if not most times, she wont be able to resolve the case on the call due to the banks policy. She would have to keep apologize with a promise of a 5 working days SLA and an email to the department concerned.  If the customer were to call again, he/she may have to speak to another agent and repeat her story.

One other agent  had to always stand up from her seat, go to a central system to get an information due to the bank’s policy.  The snags experienced in Email management and escalations is on another level that we do not have time ad space to cover! These pain points can cascade to heaven without automation. Bottom-line is that the business keeps suffering as quality will drop, customers will be unhappy and agents demotivated.

So, how can we help these agents to be at their best to render quality service?  The answers is “Agent enablement”

By Empowering your agents with tools(technology), guidance(business rules with SLA) and data they need to resolve issues on one call , they are enabled to offer quality services to your customers. So arm them with information of your customers and also their interaction history to ensure first call resolution. So that in cases of serious unresolved complaints, customer wouldn’t have to repeat their stories all over to different agents at different times of contact. Armed with the right tools, Agents can  speed  up resolutions and deliver a more personalized, effective level of support using service software that accesses all customer information in one place—even pulling data from systems outside customer service unit.

That service software is Microsoft Dynamics 365 for Service!

Agent enablement with Dynamics 365

With business  tools from Microsoft Dynamics 365 for services, we can bring all the information agents need to manage a customer to a unified screen through integration and business processes and rules that will

  • Support agents with a visual interface that delivers role-tailored experiences
  • Help Agents manage cases faster and provide differentiated levels of support
  • help reduce AHT with speed resolution using machine learning and advanced analytics capabilities

CRM case management dashboard

Do you want to find out how ?

Contact Scimitar Global Service Limited now by dropping your contact details here. We will follow up with you to agree on a discovery session with your stakeholders and business unit heads to look at your road-map and a roll out plan base on your areas of priority and quick wins .

 

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