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Industry Research : Clarabridge Study Reveals Shifting Consumer Attitudes to Banking

#contactcenterworld, @clarabridge

The results of an extensive study into customer interactions with banks have just been revealed by Clarabridge, Inc., a provider of Customer Experience Management (CEM) solutions.

Amongst the main findings:

More than half (58.3%) of customers said that they are comfortable carrying out their transactions without speaking to a human being at all, unless they have complex issues such as loans, mortgages and financial planning (60.2%) to discuss or they want to double-check something (33.7%).

In addition, whilst 92.5% of customers said they used online or mobile banking, 11.9% said they were not aware of their bank’s mobile offerings and just under 10% (9.7%) think bank mobile apps are confusing. In fact, rather than using a mobile app 13% still prefer to call and speak to someone.

The research was commissioned by Clarabridge amongst 1000 UK-based bank customers with equal weighting between men and women and respondents aged between 18 and 100. The objective was to build a picture of the changing attitudes to banking, so that banks can identify where they can improve customer experiences but also make important strategic decisions about the services they offer.

Amongst customers who already use mobile or online banking, there is wide acknowledgement that it is quicker (45.2%), easier (14.7%), and gives a more convenient experience (15.2%), however, 8.4% didn’t think they could carry out all their banking transactions on their mobile.

Despite more than half stating that they are happy to carry out transactions without speaking to anyone, when all respondents were asked how they resolve quick queries with the minimum effort, the majority, 37%, prefer to do this over the phone and surprisingly, 34.9% still like to go into a branch. However, banks are not always able to respond to customer needs immediately as over a third (38.1%) report that when they have had to resolve an issue with their bank it has taken two or more interactions.

"These findings show that there are some conflicts in how customers like to interact with their banks, largely dependent on the query they have, and to meet their expectations, banks must be ready," said Fabrice Martin, Chief Product Officer at Clarabridge. "Better communication about all the functions that mobile banking apps can provide would help banks to lower their cost to serve and reduce the effort that customers are making to interact with them around simple queries. At the same time, when customers call the contact centre, agents need to be prepared with quick responses to quick questions, but also to be able to efficiently deal with more complex enquiries within one call, which will improve the customer’s experience."

The research also revealed that customers are keen for banks to use the mine of data they get from recording their calls as long as this is used to improve the quality of services. In fact, 67.1% of respondents said that they don’t mind if it improves services. This will allow banks to extract information that can shed light on the most common queries, and how these differ to second or third interactions with customers. They can then improve their ‘First Call Resolution’ metrics by solving issues on the first call without any need for follow-up.

"This is important," continued Fabrice Martin. "Not only do banks need to record calls to ensure they are compliant, but they can also use voice analysis for vital insight into customer sentiment and to improve training for call centre staff. We can see that most customers only call the contact centre when they have an important query, so the onus is on banks to meet very high standards when these occasions arise and that means call agents must be prepared."

Additional findings:

Incentives and experience –
Amongst those customers who were considering changing their bank, 22% are looking for better incentives and 15.8% said it was for a better customer experience.

Being mobile –
Amongst those using a bank mobile app, 40% use it to track their balance and 31% to transfer funds.

#contactcenterworld, @clarabridge

Posted by Veronica Silva Cusi, news correspondent

About Clarabridge:
Company LogoClarabridge is a provider of text analytics software for customer experience management.
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Today's Tip of the Day - Play Your Agents Their Calls

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

Published: Friday, April 5, 2019

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2022 Buyers Guide Recording

Premium Listing
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.


ASC Recording Insights and neo
ASC Recording Insights guarantees legally compliant recording and analysis of all communication channels in Microsoft Teams - including audio calls (internal and external calls), chat conversations and video meetings.

neo Recording, QM & Analytics address all enterprises with recording needs, especially contact centers. The content of communication becomes accessible and critical information and trends are revealed, providing real-time business intelligence for immediate management action.


Microsoft Teams Cloud Recording Service
Geomant offers a fully managed recording service for those organisations who need to address compliance or quality management while working on Teams. The Service utilises Verint’s market leading recording technology and is hosted by Geomant in Microsoft Azure. Our managed service approach is unique in that it allows organisations to benefit from advanced recording features, all while being free from any technical infrastructure or maintenance requirements that come with a traditional on-premises set up.

Lieber & Associates

Recording System Consulting
L&A provides vendor-independent consulting services to select, contract for, test, and implement contact center recording systems. The firm's consultants specialize in contact center I.T. and have several decades of experience each with all major and many smaller makers of phone and call recording systems.

MiaRec, Inc.

MiaRec Call Recording
MiaRec's compliant, secure, and reliable Call Recording software is the foundation of our Customer & Workforce Engagement Platform.. MiaRec Call Recording seamlessly integrates with MiaRec Agent Evaluation & Scoring, Live Monitoring, Voice Analytics, Screen Capture, and Advanced Reporting to provide a comprehensive solution you can trust.


Numonix's IXCloud is one of the first fully managed compliance recording solutions for Microsoft Teams. IXCloud securely records, stores and analyzes interactions in the cloud without physical or virtual servers. As a fully managed Azure-based, Software-as-a-Service cloud interaction recording solution, IXCloud takes interaction capture into the future. It enables instant and elastic scalability to support business growth and provides the necessary tools to enhance business performance while maintaining compliance. IXCloud redefines versatility with its OpenAPI framework that enables application development. Companies and third-party developers benefit from IXCloud native capture technology, whether it be integrating with internal systems or building a third-party application.

Nuxiba Technologies

Enterprise recording management for storage, retrieval, playback, and monitoring communications throughout your contact center.

Record screen activity and calls across agent workstations, measure and monitor quality levels across all campaigns and analyze recordings to capture first-hand customer data and requirements.

Easly access all recordings and critical information to provide improved customer experience, sales, and productivity!


Oreka TR
Oreka TR total recorder includes all of the call recording capabilities you will need, at about half the cost of competing for call recorder solutions, including screen recording, mobile phone recording, live monitoring, on-demand recording, multi-tenancy, multi-site recording, audit trail, call exporting, retention management, auto-tagging (for speech analytics and phrase spotting) and so much more.

PCS Software

Call recording solution fully integrate to all main pbx solutions.

Teckinfo Solutions Pvt. Ltd.

InterDialog UCCS
InterDialog UCCS enables organizations to adhere to all compliances with its inbuilt call recording software and also has an option for screen recording. With centralized repository of all voice logs, its easy to maintain & retrieve all voice files and have a central control in case of multiple branches set up.

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