{"id":5817,"date":"2022-09-14T00:36:42","date_gmt":"2022-09-13T17:36:42","guid":{"rendered":"https:\/\/bellbell24vietnam.vn\/?p=5817"},"modified":"2024-08-08T15:16:25","modified_gmt":"2024-08-08T08:16:25","slug":"contact-center-key-to-building-customer-experience-for-banks","status":"publish","type":"post","link":"https:\/\/bell24vietnam.vn\/en\/knowledge\/contact-center-key-to-building-customer-experience-for-banks\/","title":{"rendered":"Contact Center \u2013 The Key to Building Customer Experience for Banks"},"content":{"rendered":"

Digital technology is booming, but it cannot completely replace the role of humans in customer service. Therefore, contact centers will remain the core foundation for delivering customer satisfaction in the future.<\/span><\/p>\n

By neglecting the Contact Center in the digital transformation race, banks are actively undermining the customer experience.\u00a0<\/strong><\/h2>\n

The pace of digital transformation is becoming a wave that is changing the operating models of many banks: faster, more cost-effective, and smarter. However, businesses should not get caught up in the race toward digitalization and forget that traditional channels also play a crucial role in the customer experience.\u00a0<\/span><\/p>\n

According to a global digital banking survey conducted by Deloitte, Contact Centers remain the most common point of contact between customers and businesses when issues arise. Up to 521 customers reported lost cards through Contact Centers, while 421 reported transaction disputes and complaints.<\/span><\/p>\n

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Customer contact channel ratio for banks when encountering issues<\/em><\/figcaption><\/figure>\n

It can be seen that when customers are in a negative state, they will choose to contact the call center to have their issues resolved. These figures demonstrate the importance of the Contact Center in the customer experience.<\/span><\/p>\n

However, the customer satisfaction rating for the banks' contact centers is the lowest compared to other touchpoints (online banking, mobile banking apps, ATMs, and branches).<\/span><\/p>\n

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Customer satisfaction rate with the Contact Center channel<\/em><\/figcaption><\/figure>\n

According to the figures above, it must be objectively assessed that the Contact Center is the point of contact with customers the most, but the satisfaction score is the lowest. The reasons for the low score may be due to:\u00a0<\/span><\/p>\n