Call Center Service: Looking For A Handle To Reduce 'on Hold'

Bank Technology News, January, 2006 by John Adams

The combination of consumers waiting on hold for a customer service rep, redialing when they get the wrong department, sifting through an endless series of IVR options and then hanging up in frustration can be a toxic mix when it comes to customer retention.

Some banks, such as Provident Bank, are combining the latest in call routing engines with data mining capabilities culled from CRM systems to dramatically reduce call duration while working to make sure the time customers do spend on the phone is fruitful. The New Jersey-based bank, which would not make an executive available for an interview, recently deployed hosted call center services that aim to get consumers to their proper location within the bank-and to do that as quickly as possible by quickly getting an array...

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