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Industry Research : Canadian Banks Face Untimely Digital Banking Headwinds Since Pandemic Began, J.D. Power Finds

#contactcenterworld, @JDPower

Customer satisfaction with retail banks in Canada was high before the outbreak of COVID-19, but satisfaction is falling flat in the critical area of digital banking experiences, according to the J.D. Power 2020 Canada Retail Banking Satisfaction Study, SM released. Overall satisfaction among banking customers in Canada has risen by five points to 790 (on a 1,000-point scale) from 2019, mainly driven by increases in score by the Big 5 banks. Overall satisfaction among midsize bank customers decreases two points to 796 from a year ago.

Alarmingly, while overall mobile banking usage increases this year to 63% from 55% a year ago, customer satisfaction with banks’ mobile offerings has declined significantly year over year to 828 from 832. The decline in mobile banking satisfaction occurs across all age and income groups, with the sharpest drops among Gen X1 customers (-10 points) and affluent customers (-10).

"Canadian banks have seen, for the most part, significant improvements in customer satisfaction related to products and fees, the reasonableness of fees and problem resolution," said John Cabell, director of banking and payments intelligence at J.D. Power. "At the same time, the massive investments made by banks in mobile offerings have yet to show dividends in terms of elevating customer satisfaction. As many more customers must now reluctantly rely heavily on remote access to banking services due to COVID-19, rapid improvements in online and mobile are critical for Canadian banks to grow their retail business."

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According to the study, 49% of customers in Canada rely heavily on online and mobile banking, with 33% being defined as digital-only customers who predominantly use mobile or the internet for their banking needs. Overall satisfaction is lowest (777) among this group of digital banking customers, compared with branch-dependent digital customers (799) and branch-only customers (783). The low satisfaction of digital-only customers should be an alert to banks as more customers favor digital interaction over use of branches.

The study also shows that customers’ financial outlooks correlate not only with satisfaction with their bank but also with the likelihood they will choose the bank for their next financial service need. Overall satisfaction among customers who have a positive personal outlook about their financial situation averages 867, while overall satisfaction among those who have a negative or neutral financial outlook averages 758. Furthermore, 78% of customers with a positive outlook say they plan to use their current bank the next time they need an account or financial product, compared with only 54% of customers with a negative or neutral outlook. With mounting concern regarding further economic hardship, this trend highlights a valuable opportunity for banks to better address the needs of increasingly anxious customers.

Following are additional key findings of the 2020 study:

- Digital pain points: Lack of information clarity and ease of navigating the mobile app are the key reasons for customers’ declining satisfaction with banking digital channels. Additionally, banking advice received via digital channels, such as email and mobile app, is trending upward, yet it only meets customer needs 51% of the time vs. advice received at the branch (67%) or via phone with a bank representative (59%).

- Big banks lead midsize banks on digital engagement: Canada’s Big 5 banks have a larger proportion of customers who are highly engaged digitally with their financial institution (50%), compared with 46% among midsize bank customers.

- Gen Y customers hold the key for future growth: Among Gen Y customers, satisfaction increases the most year over year in the factors of ABM (automated banking machine); products and fees; and communication and advice. Members of this group hold the key for retail banks’ future business growth as they tend to have a college or other advanced degree and are affluent or mass affluent, defined as having an annual income between CAD$90,000-CAD$175,000.

Study Rankings

Among the Big 5 banks, RBC Royal Bank ranks highest with a score of 794. TD Canada Trust (790) ranks second. The segment average is 788.

Among midsize banks, Tangerine ranks highest for a ninth consecutive year, with a score of 839. Simplii Financial (819) ranks second and ATB Financial (801) ranks third.

The Canada Retail Banking Satisfaction Study, now in its 15th year, measures customer satisfaction with Canada’s large and midsize banks. The scores reflect satisfaction among the entire retail banking customer pool of these banks, representing a broader group of customers than solely the branch-dependent and digital-centric segments.

The study measures customer satisfaction in six factors (listed in alphabetical order): channel activities; communication/advice; convenience; new account opening; problem resolution; and products/fees. Channel activities include seven sub-factors (listed in alphabetical order): assisted online service; ABM; branch service; call centre service; IVR/automated phone service; mobile banking; and online banking. The study is based on responses from nearly 14,000 retail banking customers of Canada’s largest and midsize banks regarding their experiences with their bank. It was fielded from July 2019 through January 2020.

#contactcenterworld, @JDPower

Posted by Veronica Silva Cusi, news correspondent
Source: https://www.jdpower.com


About J.D. Power:
Company LogoEstablished in 1968, J.D. Power and Associates is a global marketing information firm that conducts independent and unbiased surveys of customer satisfaction, product quality and buyer behavior. Today, the firm's services include industry-wide syndicated studies; proprietary (commissioned) tracking studies; media studies; forecasting; and training services, as well as business operations analyses, and consultancies on customer satisfaction trends.
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Today's Tip of the Day - Learn Through Bad Experience

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

Published: Wednesday, May 13, 2020

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2020 Buyers Guide Dialer Solutions

 
1.) 
Acqueon Technologies Inc.

Acqueon's AI-driven conversational engagement software enables sales, marketing and service organizations to engage in emotionally connected dialogs with customers via their channel of choice for significantly improved results. The Acqueon suite adds multichannel campaign management, contact center analytics, desktop, and CRM connectors for your contact center software of choice, including Amazon Connect, Cisco, Nice inContact, and Twilio. Acqueon conversational engagement software leverages the Acqueon IQ platform to aggregate data from the various applications, assemble rich customer contexts, and drive next-best-action using powerful statistical and predictive models.
PH: +1 888-946-6878

2.) 
Call Center Studio

Call Center Studio
Call Center Studio is the world’s first call center built on Google and is one of the most secure and stable systems with some of the industry’s best reporting. It is one of the most full-featured enterprise grade systems (with the most calling features, one of the best call distribution, outbound dialing features and integrations—including IVR, AI Speech Recognition, blended inbound/outbound calling and includes Google’s new Dialogflow and Speech API. Call Center Studio is the absolute easiest to use (with a 10 minute setup), and is the price performance leader with lower equipment cost and less setup time.
PH: +1 512-872-7565

3.) 
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:

4.) 
ComSys S.A.

CList for Outbound Campaigns Management
CList by Comsys is an application that helps contact centers enhance the performance of their outbound campaigns. It accomplishes that by enabling the planning and execution of sophisticated communication strategies. Additionally, the AI-powered module of CList extends the possibilities of outbound campaigns delivering unprecedented results.
Comsys is a provider of οmnichannel customer engagement solutions that assist companies around the world in delivering unique customer experiences. For the last 15 years, Comsys designs and implements complex projects for clients from the outsourcing, financial services, telecommunications, and retail sectors. Comsys enjoys strategic partnerships with t...
(read more)
PH: +302109241486

5.) 
contactSPACE

contactSPACE
Dialer software that makes customer contact pain free, so your team aren’t worried about complex technology and can focus on what they do best. Dramatically increase agent productivity using a variety of dialers, combined with AI, leveraging data-driven contact strategies to ensure the right agent is contacting your customers at the right time.

Take control, and ensure your team are on-message by designing the perfect agent interface with a drag-n-drop visual WYSWYG editor.

Rotate CLIDs, and auto-wrap certain calls to ensure maximum agent productivity and performance.
PH: +6188803111

6.) 
CTCOMM

Genesys PureConnect
Genesys PureEngage
Tegsoft

7.) 
Cloud IT Services GmbH

Dialfire
Companies of all sizes rely on the cloud-based call center platform Dialfire and its powerful predictive dialer. Dialfire is ready to use within minutes and easily personalizable. From small ad-hoc to large multi-step campaigns, Dialfire offers high scalability. Adapt customer masks and automate workflows per mouse click. Integrated scripting and APIs ensure a smooth connection with external systems.
PH: +49 351 44529800

8.) 
Megacall

Megadialer
With Megadialer you will get a customized call center software. With the creation of personalized questions, surveys and sales script you will have the information you need from your customers quickly and efficiently. Improve the performance of your agents with a 100% online contact center, real-time analytics and predictive dialer to optimize the time between one call and another.

All rates include:
Instant Call Reports
On-Demand Recording
Call Supervisor
Call Layout after Completion
Your Own Caller ID
Call Monitor
Automatic Re-Calls
Automatic sending of Mails
Incoming Call Management
Real-time Activity Panels
Call Lists for Agents
Different Levels of Administration
PH: +34 952 667 511

9.) 
PhoneBurner

PhoneBurner
Reach more contacts, in less time with PhoneBurner. Powering thousands of client and millions of calls, our cloud-based software eliminate repetitive tasks so agents have up to 4x more live conversations. Unlike other dialers, PhoneBurner delivers 100% delay-free connections with no awkward pause. Conversations start off with promise, not hangups.

- Call 60-80 contacts per hour, per agent
- Instantly leave voicemails
- Send 1-touch emails
- Automate workflows and call logging
- Record and transfer calls
- Access reporting and analytics
- Intelligently distribute leads
- Dial from local Caller IDs
- Get free white-glove onboarding

Scales to any size team with no contracts, no setup fees, and no per minute charges. Start a free trial without a credit card.
PH: 877-588-2292

10.) 
PrimoDialler

Predictive Dialler
A predictive dialler is an outbound call system that automatically dials from a list of telephone numbers. Also known as Power or Auto dialers it will automatically help agents make more calls, generate higher rates of connections, increase conversions, manage voicemail, no-answers and disconnected numbers.

We’ve made it easy to get started, we offer packages to best suit your needs and don't tie you into long term contracts. Don't take our word for it take out a no-commitment free trial!
PH: +441617102740
 
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