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How Can a Bank Boost Customer Engagement with Inbound Call Center Solution?

  • August 6, 2022

A call center solution benefits all different horizons of industries, but some of the industries have been using this software for contact centers for many years and gaining a plethora of advantages. Banking and finance are one of the industries that have been benefiting from using call center solutions. In this blog post, let’s explore how a feature-rich inbound call center solution can benefit banks across the globe.

1. Enhanced banking emergency customer care

As per the traditional banking operations, account or banking product holders had to visit their respective bank branch for any concerns they may have. Later on, with the increasing trend of digitization, some banks also introduced mobile apps and web apps for mobile banking and net banking. However, not all customers are tech-savvy enough to use these digital products. On the other hand, even for tech-savvy people, it becomes bothersome to log in and take action to raise grievances compared to dialing a hot marking number and getting the required support.

The inbound contact center software makes banking customer care processes more streamlined and easily accessible to all and at the earliest possible to handle emergency cases such as stolen credit cards.

2. Better customer care

Along with emergency services, banking clients often need to communicate with banking executives and representatives to discuss the issue they might be facing such as they paid a credit card bill twice by mistake. In this case, nobody will have the patience to wait for a response from a customer care team within 48 hours. Thus, customers prefer to talk to their customer care executive and raise their concerns to get the required resolution. The inbound call center solution can help banks in handling customer care related conversations more efficiently.

3. Reduced carbon footprints

As telebanking takes care of all the required actions, banking customers will be less likely to visit banks and their branches. This can help in reducing carbon footprints and help you contribute to a green environment.

4. Improved customer engagement

It is not necessary for banks to wait until the customer contacts the banking team related to issues. Rather, a banking representative or PRO (Public Relationship Officer) can use inbound contact center software to reach out to clients and engage them with upselling and cross selling products because even customer care software for banks with inbound features provides access to major auto dialer features. PRO can even discuss client experience, collect feedback, run a survey, give some suggestions, and take other actions to engage and retain clients.

Concluding notes

The banking industry is also one of the most competitive industries, which faces fierce competition from private and government banks. Thus, banks need to be smart about their customer care and engagement game. The customer care software with amazing features can help boost the engagement of customers.

There are various utilities of the best inbound call center solution in banks that is offered by iCallify.

Contact Us  to book a free demo and explore more details about this software and its benefits for banks.


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