Looking for the most effective call center strategies in the financial industry? At TeleDirect, we are experts on how to manage a call center efficiently in the finance sector! Today, we’re here to share our top three most important practices for financial organizations to remember when running a call center. If you have any questions or want our personalized help with your business, get in touch with our team any time.
Financial Industry Best Practices for Customer Service
It doesn’t matter if you’re a financial adviser or investment manager, run a bank or credit union, or in the private equity and venture capital business. Your ROI isn’t the only one that matters! If you are in charge of a financial institution, your clients put an enormous amount of trust into your business—that’s an investment too. Give them the return they deserve by offering the best customer experience and support possible. To offer the best possible customer care and experience to your financial consumers, we suggest engaging in these three important practices:
Play by the Rules
If you’re running a call center, it’s imperative that you pay close attention to the legal side of things.
While there is not any specific legislation surrounding call centers in the finance sector, many companies develop their own comprehensive call center rules and regulations for employees to ensure the highest quality service. If you plan to work with a business process outsourcing (BPO) service for your call center, they will be able to help you develop and implement these regulations. At TeleDirect, we even offer a dedicated (and secure) client portal for key performance indicators, tracking and data analysis to ensure that we are meeting your needs.
Please note that there are some federal laws surrounding the operation of call centers in general, like the Telephone Consumer Protection Act. (Some industries, like healthcare, do have specific laws surrounding call centers.) This is another reason we suggest that financial organizations invest in an outsourced call center—these businesses know the industry back to front. Their agents will always comply with federal law, and they will be able to ensure that your contact center always stays within required legislation.
Offer Flexible Availability and Communication
Bankers and managers, it’s time to think outside the 9 a.m.-5 p.m. box.
Yes, the finance world runs pretty staunchly on a Monday-Friday schedule. However, anyone with experience in the industry knows that issues, questions and even emergencies can arise after banks close at five. When these things happen, your customers need somewhere to turn immediately, not on the next work day. This is where a more flexible contact center comes in.
In a globalized world where we make financial choices with the click of a button and bank from your bed at midnight, consumers need after hours support options more than ever. This can be delivered by a high-quality BPO contact center company like TeleDirect; we provide everything you need to give your customers the support and communication they deserve, whenever necessary. This includes 24-hour live inbound agents, automated services and the options to cross-transfer and escalate when appropriate.
Let the Experts Do Their Job
You’re in finance, not customer service. You’ve got things to worry about other than how to manage a call center efficiently. Why should your team be expected to handle complex customer support queries and cases—especially when they can arise at any hour?
This is what helps the most successful financial institutions stay at the top; they know that, while outsourcing their call center services is an investment, it’s one worth making. By assigning communication and customer support responsibilities over to your (already busy) team, both your staff and clients will feel the consequences. That’s why so many financial teams are making the choice to add an outsourced contact center service to their business strategy.
A high-quality outsourced call center will always work as an extension of your business. They’ll answer and make calls using your scripts and verbiage, learn and understand your ethos, help with organization and offer round-the-clock availability to your clients. This keeps your entire customer service experience consistent with your overall branding and business strategy, but takes some pressure off your staff. Plus, by allowing your team more time and space to focus on the jobs they were hired to do, your employees won’t be the only ones to benefit. Customers will enjoy an overall easier and more personal experience—and that can only lead to better business.
While there are several dedicated financial call center BPO services in the US, one stands above the rest: TeleDirect. With over 20 years in the industry, we have the knowledge, expertise and toolbox to bring the most effective call center strategies to your financial business and help you boost your ROI. Our finance sector services include sales support and cross-selling, lead generation and qualification, appointment/reservation setting and confirmation, client inquiries and retention, call transfers and 24/7 customer support.
Get in touch today for a personalized quote by calling (800) 776-1081. We look forward to helping your financial organization grow!
Smitha is the CEO and CFO of TeleDirect. Smitha obtained her license as CPA in 2007 from the California Board of Accountancy. Smitha is a results-driven leader with a proven track record of driving profitability and growth. With over 20 years of experience in business and finance, Smitha’s expertise in developing and implementing strategic plans has led to significant improvements in customer satisfaction, employee engagement, and operational efficiency. Smitha’s expertise in financial analysis and strategic planning allows her to develop innovative solutions that balance the needs of clients, employees, and shareholders. Smitha is passionate about building strong relationships with clients and fostering a culture of excellence that empowers employees to deliver outstanding results.