World's biggest banks are transferring increasingly sophisticated work offshore to India
This doesn’t surprise me. has been known for being good at business processes. The back end of any call center transaction is as critical as the front line. Anything that an agent commits to the customer should be handled based on the timelines set. is also very big on Six Sigma (the most popular business process methodology) which has helped their client make things efficient, which will in turn be good for customers.
UK Contact Centers Struggle with Burden of Getting Data out of Mainframes
“The continued use of mainframe applications in contact centers is lengthening call times and leading to poorer customer service in many contact centers, according to research published today. The research also highlighted a disconnect between the IT and operational arms of contact centers: IT people are reluctant to lose what they see as critical and reliable systems but are far less aware of the negative impact that contact centre managers see mainframes having on the effectiveness of front line agents.” –
This is a tough one. We all understand that security and reliability is equally important, especially for financial companies. But, customer satisfaction is the name of the game these days. So, does that mean we should compromise the reliability of an IT infrastructure that has been there for 10-20 years? I say let’s hire agents who are open and easy to teach to use “green screens” and that should solve a bit of your problem…for now. The debate will continue and I for one would side on agent effectiveness to deliver customer satisfaction.
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