Call Center Development and Implementation
As community banks strive to compete against large national and super regional banks,
many are waging the war on the field of customer service. As banks grow and/or introduce
new products and services, many are considering developing a call center. This endeavor
involves several complex strategic and technological decisions. As a leader in strategic
technology consulting, Vitex is prepared to help.
Do You Need A Call Center?
Before you make a single capital investment towards the development of a call center,
Vitex helps you carefully document the current and projected environment. We'll
start by zeroing in on the answers to numerous important questions like: What kinds
of calls are the branches receiving today? Are there reliable line usage surveys
for each branch and the VRU? When do peak call volumes come in? What is the true
impact of incoming calls on branch productivity?
Based on the answers to these questions and hundreds of others, Vitex will prepare
a detailed recommendation and, if necessary, a project budget. A sound business
strategy is the only way to achieve any measure of success with a call center.
Call Center Implementation
Once you have committed to developing a call center, an experienced Vitex Project
Manager will lead the project through to a successful completion. This includes
orchestrating your staff and various vendors through several detailed steps including:
- Site selection and facility evaluation
- Work plan development
- Computer telephony integration
- Call flows
- Core system integration
- Human resources and staffing assessment
- Marketing plan development
- Contingency and disaster recovery plan development
- # Measurement and training
- Post implementation project summary
If a call center is strategically important to your bank, you can't afford to make
a mistake!
|