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News : Banks’ Call Centres Failing to Live Up to Expectations

#contactcenterworld

Dhaka, Bangladesh, Dec 29, 2021 -- Al Hossain Chisty, a client of a private commercial bank, tried to talk to the bank's call centre executives to get some explanation about statement related to his credit card.

He had to wait on hold for around 13 minutes before he could be connected with the executive.

"It was just irritating. The irritation intensified when they made me listen to their ads about the bank's various products," said the businessman who lives in the capital's Mohammadpur.

He is one of the thousands of clients who go through similar experiences.

One customer says once he desperately tried to report an unusual transaction on his credit card. He called the call centre repeatedly for two hours but to no avail.

Later, he had to take the help of an employee of the bank to be connected with the call centre.

Another customer says he can't reach his bank's call centre in daytime so he always tries to call them at night.

The sufferings continue to frustrate customers even though the Bangladesh Bank took initiatives to mitigate the inconveniences clients face while getting services from call centres of various banks.

Banks have also set up call centres as part of their efforts to cater financial services over mobile or land phones to customers.

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But many clients have long lodged complaints with the central bank over the services provided by call centres, saying they are made to wait for 5-20 minutes before their calls are answered.

This means clients have to bear the cost of the hold times, creating an extra financial burden for them.

If the client calls from a mobile phone and has to wait for 10 minutes, it can cost them Tk 26.60 in total, or Tk 2.66 per minute just for the waiting time, as showed by a call to one call centre of a popular bank yesterday.

On top of that, banks usually run advertisements about their products during the period when clients are made to wait before getting the opportunity to talk to a representative, according to a BB document.

With this, banks compel clients to listen to their ads about their products by charging them. "This is not a good practice," it said.

In order to address the issue, a department of the central bank has put forward some proposals, said a BB official.

Call centres will have to answer to a client's call within a minute of the starting period of the phone call, according to the draft proposal. If implemented, this will help clients cut the cost of receiving services over phones.

Every bank and non-bank financial institution (NBFI) will have to roll out chatbot to serve clients.

A chatbot is a computer programme that simulates human conversation, either via voice or text communication. Companies use it to engage with customers alongside the classic customer service channels of phone, email, and social media.

Clients should be allowed to use chatbots through the websites of banks and NBFIs.

"The need to communicate with the call centre will decline to a large extent if chatbots are rolled out by every lender," the BB said in its document.

Four banks have already introduced chatbots. Mutual Trust Bank is one of them after it set up the chatbot in 2020.

"But it is yet to become popular. We have already taken several initiatives to make the window vibrant," said Syed Mahbubur Rahman, managing director of the bank.

Voice messaging service can be another option to deal with clients' problems, the central bank said.

Under the service, customers can complain by making phone calls in the form of voice messages. Call centre executives will later communicate with the clients to solve the issue.

The proposals were sent last week to another wing of the central bank dedicated to resolving the complaints raised by customers.

"We will take required measures to reduce customers' sufferings in the shortest possible time," said the central banker.

Mashrur Arefin, managing director of City Bank, said the lender had already introduced two such services in order to fulfill the customer requirements. "One is WhatsApp banking using which we receive about 350 queries every day. We reply via the system."

#contactcenterworld

Posted by Veronica Silva Cusi, news correspondent
Source: https://www.thedailystar.net


About ContactCenterWorld:
Company LogoContactCenterWorld is The Global Association for Contact Center & Customer Engagement Best Practices. Today we have over 205,000 corporate 'individual' members have joined the association's website 'ContactCenterWorld.com'. We were established in 1999.
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Today's Tip of the Day - Attention To Detail

Read today's tip or listen to it on podcast.

Published: Thursday, December 30, 2021

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2022 Buyers Guide Telecoms

 
1.) 
Cloud IT Services GmbH

Dialfire
Dialfire offers you a complete call center solution that is simple and intuitive to use and adapts to your needs. It's completely cloud-based, saving you the hassle of setting up a phone system and installing software. In addition to predictive dialing and call blending of inbound calls, you can create personalized campaigns through an intuitive and easy-to-use interface. Features include automated workflows and full control over the agent screen.

You can see the full list of features here:

2.) 
Cloudonix

Cloudonix’s smart voice calls enable frictionless experiences that drive better customer care and faster sales by merging voice and data into a complete service context. Cloudonix add Cloud capabilities to your existing on premise Call Center enabling your agents to work from anywhere in the world. Security, Privacy and more – rapidly deployed and cost effective without replacing your existing systems or retraining your team.

3.) 
Connectica Solutions, LLC

PBX On The Cloud
We provide complete Cloud-based PBX/Phone Systems, including predictive and progressive dialers, phone lines in more than 75 countries and low cost international rates.
We specialize in the US and Latin American market.

4.) 
DiRAD Technologies

AI Powered Contact Center Provider, AI Chat & Voicebot, Enterprise Telephony
Take advantage of the latest customer service innovations with Contact Center, Virtual Assistant, and Interactive Voice solutions for accessible, 24×7 services across multiple channels.

5.) 
Layer One Technologies

Layer One Technologies provides information and communication technology (ICT) services to businesses in the greater Charlotte area. Whatever your cabling needs, we have you covered.

6.) 
Megacall

VOIP services
Stay in contact quickly and easily with your international offices through Megacall.

Megacall will fulfill all your telecommunication requirements and on top of that go the extra mile and surprise you with new possibilities for your business, speed to action your requests and keeping within your budget.

📞 Virtual Switchboard
🔌 SIP trunk
🔢 Virtual number
📠 Call Center Solutions

7.) 
NetSapiens

SNAPsolution
Our SNAPsolution – UC and Collaboration tools – can be quickly deployed so you can realize your ROI just as quick. netsapiens offers a comprehensive suite of unified communications (UC) & Contact Center (CC) feature-sets to service providers. Custom-built to provide our partners with unprecedented levels of flexibility, customization, and ease of use.

netsapiens allows you to control your margins in order to improve your ROI. As a provider of a facilities-based solution, you are able to personally choose your origination, termination, hardware costs, etc. to fit your budget. We also allow you to strategically price your product for a maximum return on your investment by charging on a conc...
(read more)

8.) 
Nuxiba Technologies

CenterWare
Build a strong business presence and improve customer relationships!

Offer custom-tailored solutions throughout your sales cycles and customer interactions and assess service levels and control corporate goal achievement through reports and statistics.

Obtain detailed reports based on relevant activity in your contact center, access our quality module to assess calls and performance, apply surveys, develop scripts, record conversations, and more!

Schedule a live demo or request a quote today!

9.) 
PRILINK

Demarc Network Traffic Monitor
A lightweight Network Traffic Monitor that privides real-time traffic alerts and tracks all IP and SIP endpoints at Demarc. It analyzes mirrored SIP Trunk and Internet traffic in real-time and compiles Network Traffic Analytics (NTA) for all endpoints giving daily network traffic telemetry, most active endpoint summary, endpoint search table and more.

10.) 
Televergence

Long Distance and Toll Free Specialists for Contact Centers
Televergence is a facilities based US Nationwide High volume/High Capacity Inbound and Outbound VoIP Carrier for Contact Centers. We specialize in termination (outbound) and origination (toll free and local DID) for the contact center. We have a technical staff that is up to date on the majority of platforms in use today, including asterisk and Vicci dial, as well as many of the currently in use software platforms.
Contact Centers generally see cost reduction and containment when using Televergence as their contact center telecom carrier. Televergence is the only active US VoIP carrier certified by the Women's Business Enterprise National Council (WBENC), which enables our services to qualify for meeting corporations Supplier Diversity Needs.

11.) 
The Phone Number Testing Company

Phone Number Testing and Validation
Bulk testing and validation of UK Landline and mobile numbers, with a growing list of other coutries where we can test.

If you own a large customer or business prospect sales database, our service helps you to quickly and accurately cleanse all the dead records, by identifying all the dead phone numbers.

We offer a free no obligation test trial
 

About us - in 60 seconds!

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