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GonzoBanker’s Post-Pandemic Customer Care Playbook

GonzoBanker Customer Care Playbookbanking customer playbook

June 25, 2021

Rework your buyer care operate from a back-office price middle to a 21st century aggressive benefit.

The COVID-19 pandemic completely modified shopper banking preferences. Over the previous yr and a half, prospects discovered that though they might have been mandated to remain at house, they didn’t have to simply accept being advised how one can do their banking.

As suppliers like Amazon, Netflix, and Instacart confirmed shoppers that they might simply conduct enterprise from the consolation of their dwelling rooms, it fell on monetary establishments to step up their sport and ship digital providers which are persistently fast, easy, and customized to buyer preferences.

So hats off to executives at community-based establishments who, in keeping with Cornerstone Advisors’ What’s Going On In Banking 2021 research, mentioned enhancing buyer expertise and repair supply was their No. 1 know-how precedence for 2021 – rating it significantly increased, even, than boosting effectivity or growing income producing alternatives.

Additional, this identical research discovered that out of 27 techniques, name middle and buyer relationship administration (CRM) platforms each ranked within the prime 10 by banks for techniques slated for buy or alternative this yr. 

A sturdy buyer care operate has by no means been extra essential. Right here we share highlights from the GonzoBanker Buyer Care Playbook, designed together with your success in thoughts.


With the rise in digital adoption, the demand for reside agent assist is stronger than ever. At this time’s brokers are resolving lengthier and more and more technical points, and turnover stays a truth of life in even the very best-run operations. The associated fee, each direct and oblique, of attrition is excessive. The following pointers might help executives handle – and hold – the folks so crucial to buyer care.

Playbook Highlights:

  • Construct a expertise machine. Wonderful customer support is delivered by professionals with a uncommon combine of individuals and technical abilities and poise beneath stress. In consequence, contact facilities will face the problem of “good” turnover (workers accepting positions throughout the financial institution). Excessive performers will deal with constructing a repeatable expertise playbook: career-pathing, mentoring, recognition, and variable compensation aligned with efficiency and high quality measures.
  • Improve workforce planning capabilities. The pandemic-fueled surge in volumes will certainly stress the Excel-based mannequin constructed years in the past to the purpose of failure. Leverage workforce optimization instruments to scale back the executive burden of scheduling and to proactively perceive future staffing wants.
  • Embrace distant work. Worker expectations associated to distant work have radically shifted, and buyer care is not any exception. Balancing worker expectations with the necessity for effectivity in a fast-paced, high-stress function is not any straightforward feat. For many contact facilities, a hybrid mannequin is smart (half distant work and in-office time for coaching, teaching, and group constructing). The precise “proper” combine will differ relying on tradition and productiveness ranges, however whatever the coverage, a deliberate deal with worker engagement is essential.


Buyer care groups discover themselves in a Catch-22: they’re anticipated to resolve buyer points on matters starting from incompatible browsers to card fraud to invoice pay errors, however they’re hamstrung by inadequate entry and empowerment. Brokers spend worthwhile time navigating guide processes, inter-departmental transfers, and sub-par coverage and process documentation. Longer name instances result in increased abandon charges and name churn. In consequence, inner morale suffers, and so does the shopper expertise.

Playbook Highlights:

  • Empower brokers to say “Sure.” Problem “we’ve at all times finished it that method” considering and break down years of antiquated procedures and practices. Keep a pointy deal with compliance and safeguards in opposition to fraud, however discover the quick path to place the shopper first.
  • Optimize for first contact decision. Clearly outline matters that needs to be resolved by brokers on the first level of interplay. For inquiries requiring escalation to a “tier two” skilled, set up express pointers and inner service ranges. Make the most of knowledge to grasp drivers of maintain time and transfers, and tweak coaching, system entry, and training with a deal with improved first contact decision charges.
  • Deal with the mission. Buyer care too usually turns into the de facto dumping floor for actions that different departments can’t or received’t do. Duties like mail sorting and dispute processing, whereas essential, divert crucial agent time away from frontline customer support. FI’s must stock and re-align operational actions not in direct assist of the first goal of service supply.


The sudden shift to distant work put the contact middle know-how at many banks beneath immense stress. Due to hard-working IT groups and inventive workarounds, most hurdles had been overcome, however the pandemic underscored the performance and suppleness challenges of legacy platforms. When working at scale, knocking a number of seconds off of common name deal with time or eliminating a small fraction of inbound quantity can translate to tons of of hundreds of {dollars}. Know-how alone is just not a technique, however there’s a strong ROI case for know-how that permits distinctive service supply.

Playbook Highlights:

  • Know your buyer earlier than you speak to your buyer. Introduce biometric authentication capabilities and superior fraud defenses. When finished proper, the result’s a trifecta of a streamlined verification course of, lowered fraud losses, and improved buyer expertise.
  • Modernize your contact middle platform. Name middle tech needs to be evaluated via the lenses of native performance, simplicity of administration, and suppleness. Integration with CRM, core, knowledge warehouse and different crucial purposes needs to be thought of obligatory versus nice-to-have.
  • Lower via the noise surrounding AI. Take into account deploying course of automation and conversational synthetic intelligence (AI) know-how to reinforce buyer interactions and achievement actions. Understanding the useful resource funding (each up-front and ongoing) and return (incremental versus speedy payback) and beginning with a slender, well-defined scope will likely be crucial to success.

Buyer Expertise

A standard pitfall as banks develop is making an attempt to protect the customized, high-touch service that traditionally labored nicely with out totally acknowledging the required trade-offs. Because the previous adage goes, “Select two: velocity, high quality, price.” Leaders should make the laborious selections. Sadly, making an attempt to be “all issues to all folks” usually interprets to an inferior buyer expertise.

Playbook Highlights:

  • Up your service stage settlement (SLA) sport. Decide to service stage targets and routinely report on efficiency and challenges. Tailor service stage targets based mostly on channel, group, and buyer phase. Increase conventional service stage metrics with systematized measures together with buyer satisfaction scores and AI-driven caller sentiment monitoring.
  • Put tooth in your CX program. Direct buyer suggestions is important to assessing service high quality. CX knowledge should meet 4 standards:
    • Low friction: Don’t ask prospects to finish a three-page, multiple-choice take a look at. Ask one or two main questions with follow-up if suggestions is especially good or unhealthy.
    • Well timed: A 30-day lag in outcomes is a deal-breaker. Intention for real-time or near-real-time outcomes.
    • Consultant: Collect knowledge throughout interplay channels and kinds. Utilizing core transactions as a survey set off may go for branches, however not for buyer care.
    • Actionable: Tailor inquiries to separate the expertise from normal model or coverage notion. Interplay-specific knowledge ought to drive teaching and course of design selections.
  • Redefine glorious service. For a few years in banking, glorious service invariably meant speaking to a reside agent in mere seconds. As banks scale and interactions enhance in complexity, that previous mannequin is just not sustainable. Embrace considerate use of know-how the place human intervention is just not possible or sustainable. For instance, automated call-back provided for longer-than-usual wait time and dynamic routing of interactions based mostly on the shopper’s relationship.

In a current NCR survey performed by The Harris Ballot, 86% of U.S. banking shoppers say they’d be extra comfy with their monetary establishments accessing their private knowledge than an enormous tech firm akin to Amazon, Apple, or Google.

Banks have lengthy carried the crucial burden of belief for shoppers. Now, as they try to stay aggressive and achieve efficiencies within the post-pandemic world, the leaders should not lose sight of the truth that digital transformation is driving new go-to-market methods – they usually’re behind the wheel.

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