Today, I am in charge of IT related projects. My bank has been a champion in contact center among banks in Indoneisa. The demands from costumers keep rising and especially in this hyper competition environment, contact center has the industry transformed into a new dimension in order to provide and retain customer loyalty; in return customers will generate more revenues instead as merely a cost center.
“the cost maintaining call center certainly ain’t cheap…”
The industry will move toward more into an efficient manner; in addition, more and more agents can work from home and no to forget that managed service solutions are coming into the picture, indeed. I believe that a contact center will become the premier mean to sustain customer loyalties if this hyper competitiveness takes the industry into a new height.
One of the biggest problems we face today is that people are complaining that they have hard time reaching out my organization. For one reason, contact center is most efficient when people are utilizing phone banking and they can directly make transaction from, like balance inquiry, history transaction inquiry, fund transfer, bills payment, etc. but I believe most people are mostly comfortable talking to agents in order to complete their transactions. Since our policy that 14000 is Single Access Number, phone banking falls behind agents inquiry. To fix the problem whether you add more agents or try to smooth the chains in incoming call flow to become both as fast and as simple as it can.
The other problem is that the cost maintaining call center certainly ain’t cheap. You worry that more and more people become aware of call center causing incoming calls to increase dramatically, especially those from long distance calls. To make incoming calls to last for less than 3 minutes certainly is not an easy job. It takes technology, process and people to reach that goal. I am sure it is a long way to go but we are striving very hard for that.
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