Tech Bytes: Ratings for Call Centers at Big Banks Drop

scored lower in five of seven categories than in an earlier survey. The O'Connor Call Center Quality Assurance Benchmark Report conducted in August showed a 27.23% decline in banks' cross-selling capability and a 15.5% decrease in product knowledge from March. The scores in three categories -- customer rapport, identification of needs, and professionalism -- were down by a fraction of 1%. The customer reception and closing categories each gained less than 1%.

First published in 1996, the semiannual O'Connor benchmark covers 14 of the nation's largest banks. They were each evaluated 100 times in the latest survey.

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