Call center solutions have gained a lot of popularity. Unlike earlier, when only the call center industry used to use this software, now in 2021, all different industry verticals use this software. The banking industry is one of the major users of this software. With time, as technology and communication channels are invented, more advanced features and unified communication channels are added to this software. The latest version of this software is an omnichannel call center solution.
Many banks use an omnichannel contact center solution and it is a must-have nowadays. This software should have some specific features along with unified communication channels, which I will share in this article.
Key features a bank needs in its omnichannel call center solution:
- Collection module
Usually, it is not part of the core features, but it is a must-have feature for any bank or non-banking financial company. This module can be integrated into a call center solution with call center collection integration. Once integrated, this software can be used to automate multiple operations related to loan EMI collection or credit card bill collection. It has a payment utility and some more required features to empower the collection campaigns of banks.
- Hotmarking
This is a must have feature in a call center solution for banks. This feature allows customers to block their credit or debit cards and net banking access to prevent fraud attempts. Using an IVR with the required authentication steps, in a secured manner, the customers can use this service. This can be faster than calling a hotline number or visiting a bank branch to block a banking card or net banking access.
- Call recording
QoC (Quality of Call) and QoS (Quality of Service) are important in banks. Banks need to make sure that the customers receive professional services and bank executives are not rude to them. An omnichannel contact center solution must have a call recording feature to assess the call recording files for QoC and QoS.
- Word spotting in call recording files
Listening to the recording of all banking calls is a daunting task. Therefore, banks need a word spotting feature in their contact center solution. This feature lets the bank supervisor run a search with a word to find call recording files that have that word. This can be a faster way of supervising the quality of service. For example, some rude words should not be used by banking executives, with word spotting, this type of call and employee can be identified and the required actions can be taken.
- Customer profiling
This is a trending feature available only in an advanced contact center solution. This feature creates a complete customer interaction profile in this software. All interactions of agents that are carried out through the contact center software will be mapped and shown as a complete customer profile in this software. This information can be seen during a live call or after that to see how many times a customer contacted the bank call center and the response or resolution given to the customer.
Author Bio
Author works in a company that offers the cloud call center solution, IP PBX software, and other solutions to Canadian companies. The company also offers services like VICIDial customization, call center CRM integration, call center WhatsApp integration, call center social media integration, etc.
