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Industry Research : New Data from TTi Research Shines Light on Customer Satisfaction in Financial Services in 2020

#contactcenterworld, @gpcorp

The latest Customer Satisfaction Benchmarking Report for the banking and insurance sector from TTi Global Research looks in depth at the leading causes of consumer frustration, and asks ‘What financial services providers can do to turn this around?'

The latest insights from the customer satisfaction surveyreveals that both traditional and challenger banks are falling short when it comes to customer expectations, even with over 70 million accounts currently being managed by UK banks.

High customer effort = low customer satisfaction

In the latest snapshot from the survey, which scores companies out of 10 on a range of interactions for both customer satisfaction and customer effort, highlighted ‘resolving current account problems’ and ‘discussing the value of my premium’ as the leading causes of customer dissatisfaction in the financial services industry.

One area that organisations struggle with across all sectors is improving call centre wait times. While many have introduced IVR (Interactive Voice Response) technology to reduce costs and waiting times, customers recognise that IVR is a queue management system rather than a fix for shortening hold times.

Glyn Luckett, Commercial Director at TTi Research, commented:

"Creating a fast, frictionless customer experience is highly desirable and critical for generating customer loyalty. While many banking and insurance companies have introduced online chat and self-service transactions to support this, customers still expect to be able to speak to a customer agent quickly if they encounter a problem or want to swap from digital to human interaction."

The Million Dollar Question…

What do banking and insurance customers really want?

The latest report from TTi Global shows that financial services customers want, above all, better call management and transparency from the start when it comes to getting the best insurance deal. Loyal customers feel their loyalty goes unrewarded and that in turn damages the brand and effects customer retention and recommendation.

Glyn Luckett added:

"Our research highlights the need for banks and insurers to evolve with the changing needs and higher expectations of their customers. Perhaps a shining light in all this is that our survey showed that the change in customer feeling is not significant. Small but impactful improvements to core customer processes and staff training will ensure a consistent customer experience."

Voice of the Customer

Customer comments relating to their banking and insurance frustrations included:

- No menu

- Wanting it to be easier to contact the provider by telephone

- Desiring a shorter wait time

When asked what their ideal customer service would look like, customers’ comments included:

- Immediate contact on the phone rather than pressing a dozen buttons

- Easy and quick to contact

- Operator is quick to understand problem and a solution offered / fixed the first time

CX is vital for traditional and disruptor banks.

Providing a great customer experience (CX) is crucial for all companies, but particularly for organisations in the fiercely competitive financial sector and financial organisations must start bridging the gap between the expectations of their customers and the service reality.

#contactcenterworld, @gpcorp

Posted by Veronica Silva Cusi, news correspondent

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Today's Tip of the Day - Customer’s Expectations

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

Published: Friday, February 7, 2020

Printer Friendly Version Printer friendly version

2021 Buyers Guide IVR

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

Computer Data Services, LLC

Get the benefits of an expensive, on-premise telephone system without the high price tag and annoying maintenance.

- Never miss another phone call
- No more busy signals
- Feature rich
- Answer your calls from anywhere
PH: 216.662.5870


Virtual Switchboard
Megacall provides a fully customised Virtual Switchboard software for all companies (including IVR service). No matter the size of your business, our services adapt to the needs of each client.

Are you looking for a more effective way to communicate with your customers? Discover the advantages of using the IVR and how it can help in your communications.
PH: +34 952 667 511


MightyCall's IVR that will increase your business’s efficiency at a fraction of the cost of a secretary. Your auto-attendant is designed to:
- Greet callers
- Deliver necessary information
- Forward calls to the appropriate extension
- Take human error out of the system
PH: +1 (888) 256-8312

Nuxiba Technologies

Provide your customers with an effortless self-service experience. Easily create menus using predefined or custom prompts and data dips and route customers to live agents when needed.

Enable your customers to make payments and access information 24/7 at their convenience. Request a quote or live demo today.

OpsTel Services

The SPEED solution solves for service level issues while cost optimizing the environment with automation.

Provides an enhanced way to speed up & optimize invoking temporary agent skills configuration changes into the contact center environment.

Speed allows you to schedule both future changes & temporary changes that auto-revert back to the original state when scheduled time expires.

Speed features:

*Automated / Scheduled Temporary Agent Skills Configuration Management
*Immediate Temporary or Reoccurring Schedule Skills Configuration Changes
*Easy to Use/Operations Administration Focused
*Descriptive Monitoring Activity Dashboard
*Detailed “End to End’ Audit Trail and Performance Monitoring
PH: 1+480-435-9390

Teckinfo Solutions Pvt. Ltd.

IVR Edge
IVR Edge is a high performance, robust and scalable ivr system that works on various leading hardware such as Dialogic, Keygoe and Synway etc. It can handle the simplest of simple to the most complex of requirements to when it come to creating an IVR. Integration with any 3rd party database, be it for banking, telecom, insurance, travel, payment gateway etc can be handled with ease. Ideally suited to create Hosted IVR and virtual patching solutions with scalabilities that can range from 4 to 128 E1’s per setup with voice recording and CDR functionality. Integration with leading text to speech (TTS) and speech recognition ASR engines add to the flexibility and functionality.

New 2021 Membership

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