Jennifer Fox, senior vice president and customer care/contact center operations manager
Contact center calls are growing longer because of the increasing complexity of customer questions and concerns, causing many banks to alter their processes for handling incoming calls and “after-calls” (documentation and customer follow-up). Some banks are recalibrating staff performance metrics to better align them with market changes and bank goals. In this environment, the traditional metric for call center staff – the speed with which they handle a call (“call handle time”) – is less relevant, calling for some new approaches, as can be seen at Green Bay, Wisc.-based Associated Bank.
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