Contact Center Pressures
The imperative to manage contact centers to optimal performance is essential to the fundamental purpose of every financial services organization. The market research carried out by Ventana Research shows that contact center executives and managers are under pressure to provide the best possible customer service while staying within tight operational budgets. At the same time, contact centers must handle increased volumes of inbound calls and digital interactions while still maintaining a high level of customer satisfaction. To demonstrate success, managers must improve the key performance metrics on which they are assessed, especially customer satisfaction scores and agent utilization rates for financial services organizations.
This increased pressure falls on agents as well, and our market research on agent productivity shows that the majority of financial services organizations recognize they must improve the performance of agents. It also makes clear that there is dissatisfaction with many aspects of contact centers. Financial organizations require metrics that track regulatory compliance and risk management as a top priority. Other essential metrics include customer satisfaction, agent turnover, first-contact-resolution and agent utilization, customer churn and cost-per-call (or per-interaction for digital channels). Many financial services organizations all have significant room for improvement in these areas.