The evolving role of call center agents

Posted on: December 30th, 2015 by Art Barger

Each time a call center agent picks up the phone, they’re ready to resolve all types of customer issues. Depending on how fast your contact center can validate callers and how efficient your telephone reps are at finding solutions, they can also play a secondary role as sales representatives.

Along with aligning call center operations to meet today’s social media demands, the recent article, Six Contact Center Trends to Watch in 2016, cites measuring customer satisfaction and upselling customers over the telephone channel as two trends to keep an eye on in the coming year.

Financial institutions know that before anything else, resolving your customers’ problems always comes first. Nothing is more important than keeping your customers happy. But doing it well can create additional business opportunities that can also be a win-win for both your bank and your customers.

In the article, the CFI Group’s Contact Center Satisfaction Index found that consumers are thankful for highly skilled and knowledgeable call center agents that help resolve their issues in a timely manner. As a result, the index reported that 41 percent of callers expect an agent to pitch new products or services, while 43 percent said they are somewhat receptive to the agent’s advice.

For banks and businesses committed to accomplishing both in 2016, the TRUSTID® Physical Caller Authentication tool can give your telephone reps the opportunity to introduce new products and services that enhance their banking experience. The key here is that no matter how fast your agents are at solving problems, if they have to quiz each caller beforehand to verify them, they lose valuable time that they can otherwise be pitching your services on the back end.

TRUSTID removes unnecessary telephone interrogations that knowledge-based authentication (KBA) solutions require for validating inbound calls. By proactively identifying each customer while the phone is still ringing, your agents can get down to business the moment they pick up the phone. That’s because they know they are talking to a verified legitimate customer, and don’t have to ask the caller a bunch of personal security questions to validate them before addressing their problems.

Authenticating your customers pre-call can save an average of 45 seconds or longer on each phone call coming in to your call center. So, instead of spending up to a minute or more interrogating callers, your phone reps can use the time to resolve issues faster. With their problem off the table, satisfied customers are more receptive to learning about new products and services that help improve their banking experience.

Understanding consumer trends and changing call center challenges can help us evolve our telephone environments to improve the way we operate and serve our customers. As we move into 2016, we thank you for reading the TRUSTID blog and look forward to discussing how we can overcome these and other important call center issues next year, and in the years to come.