Major Utilities of a Call Center Solution in the Banking Industry
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A call center solution is one of the most useful telephony communication solutions gifted by VoIP. It is useful for all industry verticals. In this blog post, we will share the major utilities of a call center solution in the banking industry.
Banking and finance are major industries that use this software for their benefit. Therefore, you can find specifically designed and developed call center solutions for banks. This type of call center solution will have custom features to benefit and speed up banking operations. Thus, it is recommended to use a call center solution for banks instead of using any random contact center software.
1. Customer care
Customer support is one of the major operations in banks. From asking simple questions and queries related to account or check status to handling complex operations such as discussing discrepancies and credit card bills, blocking net banking access, and many other operations require support from the banks and small finance companies.
The custom feature in a call center solution for banks can help in handling all sorts of banking customer care campaigns. Some of the features can even help in automating the job of handling client support in Fintech organizations.
2. Sales of banking products
Similar to multiple other industries, banks, and other finance companies run different campaigns to increase sales of banking products like:
- Commercial and saving account opening
- Credit cards
- Loans (Personal, home, automobile, business, etc.)
- And more
To increase sales, the banking agents need to reach more and more clients and pursue them to buy the banking products. The major outbound calling features available in the on-premise or cloud contact center solution for banks can help in increasing results.
3. Collection for loans, credit card bills, and more
Banks and similar finance companies need to run dedicated campaigns to increase the collection of due amounts for loans, credit card bills, etc. The contact center software for banks will have an exclusive module, called, the collection module. This module automates multiple tasks related to collection campaigns for banks. Moreover, it provides specific features to help agents in the process of grouping clients depending on their group, auto calling to increase reach, and boosting collection with payment utility available in the collection module for banking call center software.
These are three major utilities of a contact center solution in the bank. As banks need to connect with clients via different modes of communication, it is necessary for banks to use an omnichannel contact center solution. This can help in increasing the utilities of this software. For example, the SMS helps in sending an SMS with broadcasting related to system maintenance that may affect net banking during specific hours of the day. Likewise, call center social media integration helps in responding to comments and concerns of clients shared on social media.
We are one of the leading telephony and unified communication solution providers. We have benefited several industries with our communication solutions. We have built the best unified communication tools to enhance banking operations and communication, which includes an omnichannel call center solution. For more details, contact us.