Fast Track for Contact Centers Financial Services Industry Fact Sheet


Confirmit Team

Confirmit Team

Author Bio

Confirmit’s dedicated teams work to deliver world-leading customer experience, Voice of the Employee and Market Research solutions. 


Author Bio

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Financial Services consumers increasingly rate the customer experience, along with the financial stability of their institution, as the most important factor in determining their degree of trust in and loyalty to their provider. When FS customers call the contact center they now expect a higher level of expertise and personalization, and they expect their prior digital interactions – on the corporate website, mobile applications etc, etc – to be tracked. Agents are expected to understand the context and reasons for each contact. They may then apply knowledge, account history, and best practices to resolve issues, and help customers achieve their financial goals.

Confirmit Fast Track for Contact Centers enables customer service organizations within Financial Services to make progress towards key business goals by allowing them to:

  • Gather customer experience metrics alongside operational, efficiency metrics to measure progress towards business goals such as reduced churn, increased loyalty and growth of brand advocates
  • Identify areas for training and coaching to ensure agents possess the level of financial, technical, and interpersonal skills customers expect
  • Uncover opportunities to cross-sell new financial products such as mortgages and personal loans
  • Gather feedback from different touchpoints – phone, digital, mobile and social media to assess customer satisfaction across all contact channels 

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