Developing Your Bank’s Call Center
Strategies for Success
In order to maintain customer relationships, community banks must move to a central point of contact. This webinar will look at the keys to evaluating your current environment and introducing centralized customer contact into your organization.
While many community banks seem to feel they are “too small” for a call center, the opposite is true. As delivery channel options increase, customer demands for timely, knowledgeable support will increase. In order to maintain customer relationships, community banks must move to a central point of contact for phone, email and social media interaction. Doing so will optimize staffing, improve service quality and ensure that the bank is properly supporting the myriad of electronic delivery channels being offered to (and desired by) today’s customers.
At community banks, customer service comes first and foremost. However, to compete in today’s environment, you need to be “high-tech” as well as “high-touch.” This webinar provides the foundation for designing and implementing a centralized customer contact system with the goal of:
- Increasing efficiency and reducing costs
- Sharpening your competitive edge
- Driving modernization
- Enhancing customer service
- Improving marketing
If your bank has already begun a call center project, this session will help ensure that the appropriate infrastructure is there to support expansion and provide insight into the next generation of call center, as customer expectations move toward electronic delivery channels and away from walk-in customer service.
This session will look at the keys to evaluating your current environment and introducing centralized customer contact into your organization. The following issues will be addressed:
Participants will leave with new ideas, including:
- Assessing current customer activity
- Evaluating your existing systems’ ability to support centralized call center functions
- The role of social media in customer service
- Establishing a call center model and planning for the future
Senior level management in operations, retail and technology areas.
Trent Fleming, a 30-year industry veteran, serves as a trusted adviser to financial institutions. He has worked with banks on matters as diverse as strategic planning, business continuity, employee education and operational efficiency. Fleming’s presentations on technology, management and strategy consistently get the highest marks from his audiences.
Institute of Certified Bankers: Visit http://www.icbmembers.org/login.aspx for instructions regarding self-reporting. Estimated credits: 2 hrs. per session.
Member price: $265.00 | Non member price $530.00
Member price: $280.00 | Non member price $560.00
Online: Visit the CBA Webinar Catalog
Mail: Click here and mail completed form with check payable to ConferenceEdge to: (Mail at least 10 days prior to event)
1516 Xavier St., Ste 500, Denver, CO 80204
Phone: Call ConferenceEdge at (877) 988-7526 (credit card payments only)
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