Eric Weikart
Community Leader
How we connect with customers is changing like never before
Technological innovations and dramatic changes in consumer behavior are changing the world of bank call centers. While traditional inbound phone calls keep call centers busy, outbound sales efforts, e mail/chat support and the rise of mobile/text support have became new opportunities and challenges. The "Call Center" has quickly morphed into the "Contact Center" – a hub for customer interaction that greatly impacts service experience and sales fulfillment. The new Contact Center must be adept at balancing productivity, sales and service levels with little room for error.
2010 Benchmark Numbers Are In!
We have median, 25th and 75th percentile Call Center benchmarking metrics from our 2010 survey of 62 mid-size banks:
- Calls per Checking Account Per Month
- % of telephone calls handled by automated voice response
- Call Center Contacts per call center FTE/day
- Calls per call center FTE/day
- Calls per call center agent/day
- Total emails & chat per chat/email FTE/day
- Total email & chat inquiries as a % of total agent contacts
- Average wait time per call (minutes)
- Average talk time per call (minutes)
- Average percentage of calls abandoned (abandon rate)
- % of loan applications taken through call center
- New deposit accounts opened in call center as a % of total
Contact Eric Weikart for more information.
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