Insight: Call Centers

Bank call centers support a number of different services, with live customer service and retail voice response unit (VRU) service being the most widely offered. Inbound sales, business VRU, and outbound sales, respectively, also represent a significant portion of call center services supported, according to the recent American Bankers Association (ABA) survey, "The Evolution of Bank Call Centers: A Focus on Profitability."

In comparison, the top five services supported by leading-edge call centers are live customer service, retail VRU, inbound sales, ATM support and outbound sales.

Respondents to the ABA survey indicated that PC home banking, Internet support, and outbound sales rank highest among services to be added this year.

For reprint and licensing requests for this article, click here.
MORE FROM AMERICAN BANKER