Insurance Business Process Outsourcing BPO - SYKES

When Should You Use Licensed Agents Over Brokers?

If you’re like most insurance agencies, you’re probably always on the lookout for new ways to reach new customers. From billboards and newspaper ads and club sponsorships and car decals, extending an agency’s influence is one of the best ways to attract new policyholders. After all, the first step in the customer lifecycle is brand recognition and attraction! Advertising is ...
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Bank Customer Satisfaction Improves – But You Can’t Afford to Shift Focus Yet

Author: Kirsten Jepson, Senior Director, Product Marketing  “I’m not dead yet,” cries the old man in the classic movie “Monty Python and the Holy Grail,” as the undertakers try to throw the protesting pauper on their cart of cadavers. Similarly, it is tempting to stop focusing on fundamental customer service practices as recent reports highlight improvements in customer satisfaction in ...
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New Trends in Customer Service Metrics: Making the Shift

As financial services institutions attempt to move closer to customers to improve their experience and satisfaction, many are making the move from traditional CSAT to NPS or CES as their metric of choice. Measuring the Customer Experience Customer Satisfaction (CSAT) asks about a customer’s level of satisfaction for whatever issue they experienced today. This metric is based on asking a ...
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Customer Centricity Means Bank Contact Centers Must “Walk Their Talk”

Author: Kirsten Jepson, Senior Director, Marketing Strategy Improving the customer experience requires change. And, sometimes, change means a drastic transformation. Appearing to be customer-centric and being customer centric are two different things. Appearance is only skin deep and will be exposed as a façade as soon as a customer service call takes on any depth or challenge. Financial services organizations ...
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Mentoring for Leaders in Customer Service

Authors: Hannelie Meintjies, Sykes, Senior Manager, Regional Learning and Development and Colin Mitchell, Sykes, Senior Director Organization and Process Improvement Findings from Deloitte’s 2015 Global Human Capital Trends report indicate that the most urgent talent issue identified by 50 percent of the business and HR leaders surveyed is leadership. Due to the pace of change and technological development, skills now ...
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Gamification Takes Learning to a New Level in the Contact Center

Author: Kirsten Jepson, Senior Director, Market Strategy John walked into work at the Contact Center after spending the last 30 minutes texting with his friends - trying to come up with the answer to a question that would solve the puzzle on his latest online quest – an answer that would make him the top scorer!  John would love to ...
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Gathering the Right Data to Improve Customer Interactions

Author: Kirsten Jepson, Global Marketing Director, Financial Services Voice of Customer (VoC) programs are predicated on gathering insights about customers’ expectations, preferences and aversions that are then used to inform the design of satisfying customer experiences. One of the traditional manners of gathering this information is the use of surveys for customer feedback in relation to recent brand experiences. Unfortunately, ...
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ROI of Customer Experience – Banking on Voice of Customer

Author: Aimee Ford, Relationship Development Manager, Financial Services While 78% of financial services executives believe that the customer experience has improved, only 28% of banking customers asked agreed. In fact, the study, A Shifting Landscape: Customer Experience Trends and Priorities by PeopleMetrics, found that misalignment with their customers was a common theme for financial services. Gallup research also finds that ...
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Building Customer Confidence through the Contact Center

Author: Dianna Bergman, Senior Director, Strategic Account Management Customer confidence in the contact center can play a big role in customer loyalty as measured through willingness to recommend and likelihood to repurchase. There are a number of components of the call process that can impact the confidence of a financial institution’s customers. With the need to not only maintain, but ...
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Adopting the Framework for Tangible CSAT

Martina Horlacher, Sr. Account Manager, Sykes Enterprises Our recent How-to-Guide introduced Sykes’ How to Guide: Create a Framework for Tangible CSAT and Sustainable Service Excellence. Continuous process improvement is an initiative that financial services institutions must embrace if they have any chance of keeping pace with the swiftly changing preferences, needs and expectations of their customers. However, we all know ...
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Faking Customer Centricity in the Contact Center is Costly

Author: Kirsten Jepson, Global Marketing Director, Financial Services Improving the customer experience requires change. And, sometimes, change means a drastic transformation. Appearing to be customer-centric and being customer centric are two different things. Appearance is only skin deep and will be exposed as a façade as soon as a customer service call takes on any depth or challenge. Financial services ...
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Banks Need to Prioritize Creating Positive Customer Experiences

As the role of the bank becomes increasingly commoditized in its customer’s lives, the contact center is one of the remaining opportunities for differentiation through personalized interactions. Even though numerous studies report that convenience trumps service as the top reason for banking customer loyalty, the diversity of channels is creating a disjointed experience that the contact center can help to ...
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Does Your Contact Center Speak “Millennial?”

Author: Kirsten Jepson, Global Marketing Director Baby Boomers are at the core of many financial services institutions’ product and process design. But, the way you’re used to managing customers must shift in line with the trends of customer segments. The economic recession that bottomed in 2008 and 2009 changed the spending habits of Baby Boomers based on net worth reductions, ...
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Telecom Contact Center Services - SYKES

Great Customer Experiences Require More than Process

Author: Kirsten Jepson, Director, Product Marketing As a primary front-line for financial institutions, contact centers make and lose revenue every day based on the quality of the customer experience. This experience can be compromised if inbound calls are considered to be compartmentalized moments in time. Rather, the experience must be considered the culmination of all of the interactions or touch ...
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Procuring Contact Center Services for Multi-channel Customer Experiences

Author: Kirsten Jepson, Director, Product Marketing Old news: customers have changed. New dilemma: they want service when and how they expect it and they have less patience waiting for resolution when they need information and assistance. If they’re unhappy, their online social networks will be the first to hear about their dissatisfaction. What’s putting bank procurement officers in the hot ...
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The Bank Interactions that Drive Customer Loyalty

Author: Kirsten Jepson, Director, Product Marketing Banking customer loyalty is earned interaction by interaction. The customer service, convenience and overall experience must serve to strengthen the bank’s brand reputation and build emotional bonds with consumers over time. For banks, the ultimate message is that consistently high performance is crucial to consumer loyalty. To give you an idea of what you’re ...
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Bank Customer Satisfaction Big Picture: True or False?

Author: Kirsten Jepson, Director of Global Marketing, Financial Services Customer satisfaction scores are the Holy Grail for retail banks. Consumers are fickle and demanding, making it even more challenging to build and maintain high customer satisfaction scores. A customer satisfaction score is useful for many reasons, but when was the last time you stopped to consider how well your customer ...
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Customers Deserve Nothing Less than Being Extremely Satisfied

Delivering Amazing Customer Experiences Performance is usually a reflection of how lofty our goals are.  People rarely excel when they set moderate goals. We saw a good example of this in one of our contact centers that serves a major credit card company.  A former customer called when she wanted to have her credit card reactivated.  Due to a family ...
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Four Areas of Business Value Call Center Vendors Must Address - SYKES

Four Areas of Business Value that Call Center Vendors Must Address

Author: Kirsten Jepson, Director, Product Marketing Selecting an outsourced call center vendor is a big commitment. But, it’s also an opportunity to achieve excellence in an area that’s not likely a core competency for your company. Among the many reasons to outsource call center customer service is to enable higher flexibility and adaptability to change. With the volatility of the ...
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Profit from Selling through Technical Support - SYKES

Prepare the Bank Call Center to Meet Expansion Needs

Author: Michaud Ray, Senior Director, Major Account Management Call center vendors have provided much-needed efficiencies for retail banks, but they’ve also demonstrated that excellence in service adds business value. An additional benefit that outsourced vendors provide is economies of scale when expansion needs arise. But, when addressing the need for expansion of services, there are several questions that call center ...
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