When it comes to the financial and banking industries, both customers and clients expect the very best in customer experiences. If a client is allowing an external company to manage or deal with their finances, then they are going to choose the companies with whom they have the confidence that their interactions will always be satisfactory, if not exemplary. A financial or banking company that does not have the ability to effectively deal with customer communications promptly and effectively may find themselves losing their clients in droves.
At DATAMARK, we can supply you with the highest-qualified contact center consultants who will help you raise your company's contact center's efficiency to the next level. We apply Lean Six Sigma methods across the board, and will help you to bring your call center technology up to date so that you will become ultimately competitive. We will make sure that you can deal with customer inquiries at least as effectively as your competitors, and we will do all we can to give you that competitive edge.
Too many contact center consulting companies seem to concentrate on the latest call center trends. At DATAMARK, we do not believe in that methodology. We instead focus on what truly matters when it comes to an effective call center, and that is improving the customer experience. We understand via experience how we can make a call center become as effective as possible, and we buy into the notion that the latest technologies should be used to enhance this, not replace it.
We will work with you to successfully design a call center strategy that works effectively for both you and your customers and clients. We will map our strategy based on your unique business requirements, the functionality you require and the budget that you have available. Work with DATAMARK and we will help you to explore new ways of putting a new call center strategy in place. We will implement new technologies that will help you improve your effectiveness and come up with innovative ways of reducing call center costs.
We understand the importance of an effective contact center strategy
Customer demands are higher than ever, and there have never been as many potential communication channels as there are now. Gone are the days when the only way you could contact your financial or banking services provider was via a phone call or a personal visit. Customers expect to be able to initiate contact via the usual channels plus via email, real-time online channels such as chat applets, established third-party communication channels and even social media. Managing so many communication channels can seem more than a little daunting if your company does not have the necessary expertise or experience.
If you do not manage your contact center strategy effectively then you will only create dissatisfied customers, and dissatisfied customers are more likely than ever to switch to your competitors rather than 'put up with' poor levels of satisfaction.
Managing your call center strategy is dependent on both your internal and external expectations. The internal expectations are what you want to achieve, and the external expectations are what your customers expect. The most effective strategy possible is one in which both internal and external expectations are married perfectly.
We understand all about external outcomes and customer expectations, but the internal expectations are different with each company that we provide services for. That's why we will work with you to help you manage and realize your goals, based on our previous experiences. We do not simply come in and immediately start telling you what to do!
DATAMARK is in a unique position to understand the needs of the financial and banking industry from an independent, external viewpoint. We have worked with numerous clients across all business sectors in order to improve their services, and we can easily use that experience to meet your needs, as well as the needs of your customer’s.
Not every customer is the same. Some will only want to deal with you via a one-to-one conversation. Others will simply want to chat online. Some will want their needs met virtually instantaneous. Others will be prepared to wait awhile, as long as they are confident that their inquiry is being dealt with properly. Successful call center management is only achieved if ALL potential types of customers are dealt with in a way that ALL of them find satisfactory. This is crucial – unhappy customers are usually quick to spread their dissatisfaction online, leading to dents in your company's reputation.
With DATAMARK, we will help you to improve all your current communication channels, and to add new channels that we think are necessary. We will suggest an optimization process, including outlining all the steps necessary and the introduction of new technologies and methodologies if necessary. We will also advise you on non-intrusive ways that your call center effectiveness can be managed by gauging customer satisfaction. This will allow you to monitor each channel and make improvements and changes where necessary.
In short, if you want to improve your customers' communication experiences, then contact DATAMARK!
If you are thinking about hiring consultants in order to improve your call center in the financial or banking industry, then please consider the experienced services of us here at DATAMARK. We can provide you with the most effective consulting services, and we’re well versed in how you should effectively manage your call center services, both in terms of personnel and technology. We have been providing contact center consultancy services for many leading financial and banking companies, including a number of Fortune 500 companies, since 1989.
To learn more about how we can help your company with contact center consulting, feel free to reach out to us today by phone at 800.477.1944 or email us using our online contact form.
DATAMARK makes sure that your financial and banking information is secure by using the highest quality technology partners, including Cisco and Spectrum.
Brand Image Maintenance
DATAMARK believes that your clients' customer support experience should be seamless, meaning there should be no difference in service from on-site to offsite. We train our employees to be your brand -- selling and providing service as if they worked for you.
We make sure that all our agents, regardless of what channel they work through, are prepared to represent financial and banking brands and their company overall.