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Applying Technology in US Retail Banking Call Centers: "Give Me a Lever Long Enough..."

Product Type: Market Research Report
Published by: TowerGroup
Published: August 2005
Product Code: R301-920
Description
This TowerGroup Research Note describes the trends in strategies for retail banking call centers based in the United States. The Note focuses on the use of technology to improve customer service, staff effectiveness, and operational costs.
Table of Contents
TowerGroup Take-Aways




Report Coverage




Background




Leveraging the People


Exhibit 1: US Banks' Call Center Spending by Budget Area (2005)




Why Bother Improving the Call Center?

More Responsibility, More Need

Centralized Specialization

The "On-Demand" Call Center


Exhibit 2: US Banks' Call Center Architecture of Tomorrow




The Technology Forces Applied to Staff Effectiveness

Agent Sales and Service Applications

E-Mail Management Systems


Exhibit 3: US Banks' E-Mail Volume and Staff Allocation (2000-10)


Automated Speech Recognition

Chat and Cobrowsing

Internet Protocol




Performance Optimization


Exhibit 4: The Performance Optimization Life Cycle in a US Bank's Call Center




Starting from Scratch




Summary
Ordering and More Information
Price and Delivery Options


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