The pandemic has rapidly increased customers’ use of digital services, prompting banks and financial institutions to digitize their operations swiftly. This shift has also transformed what customers expect and how satisfied they are. As a result, banks must not only focus on digital transformation but also on improving customer experiences. According to a recent report, 75% of financial organizations have prioritized digital banking transformation in 2021, with 51% also focusing on enhancing customer experience.
Source: The Financial Brand
However, financial companies and banks trust the reputed financial and banking BPO services providers to ensure better CX in this digital age. These banking BPOs can help banks deliver superior customer service and shape their experience. There are several ways financial services or banking call centers can ensure better CX in this digital age.
Deliver a Seamless Multichannel Experience
Having a multichannel customer engagement strategy has become essential in this digital age. However, to support their customers in this transitional time, banks and other financial institutions must go beyond traditional multichannel communication and focus on seamless integration between multichannel touchpoints. An omnichannel provider of banking BPO services can deliver an omnichannel customer experience across all touchpoints, ensuring better customer satisfaction and an increased customer satisfaction rate.
Boost Mobile Selling
As your customers move from physical banking to digital channels, your bank loses several face-to-face sales opportunities at the managers’ office or the teller’s windows. Replicating this experience through online channels is a tough challenge for most banks and credit unions. In most cases, digital channels lack the personalization required to make the sale possible. This is where a call center for outsourcing financial services comes into play. With their multichannel and multilingual capability, a call center can deliver a personalized product sell message to your customers via multiple communication channels, resulting in better conversion. However, before doing so, you must develop a contextual strategy for sales using advanced analytics to identify customer needs and leverage the data to personalize a product sales message. As more customers today use mobile banking than visiting bank branches, the sales opportunity is higher in the digital channels.
Use Insights to Meet Unmet Customer Needs
Utilizing the customer insight provided by your BPO partner, advanced data analytics, recommendation, and application engines, you can deliver personalized financial advice to your customers in an easy-to-use manner. With new regulations and strategies around open banking APIs, the move toward advanced selling will soon take center stage.
Deliver Next-Gen Customer Service
Banks and other financial institutions must move beyond traditional customer service and focus on delivering next-generation customer support through digital transformation to serve the digital consumer. A call center with a digital transformation solution can help you provide better customer support online by integrating FAQs and chatbots with advanced intelligence (AI) and machine learning. The utilization of IoT technology in the banking industry in transactional capabilities and customer service is also a rising trend in retail banking.
‘Future-Proof’ Your Company
Since 2008, the banking industry has shifted its focus from cost reduction to customers. However, not having a customer-centric strategy can cost financial institutions dearly in this digital age. Therefore, they must focus on delivering the best possible customer experience in digital and traditional banking. A financial services call center can play a significant role in that.
When done right, ensuring a suitable customer experience can result in cost reduction and increased revenues. Outsourcing financial services and customer support can close the experience gap, and better retention, sales, and loyalty can be ensured—future-proofing your bank.
Conclusion
This is a transitional time for all businesses, and banks are no exception. To ensure business success in this transitional time, banks need to focus on meeting the needs of their customers across all platforms and take proactive steps towards meeting their future needs through effective communication across all platforms using banking BPO services.
