Traditional banks aren’t just competing against each other anymore. When a consumer has a seamless shopping journey on Amazon Prime Day, a catered journey through Google searches and taking Ubers across town, that consumer sets the same expectation of a seamless digitally intelligent journey in banking. Banks find themselves losing clients to new entrants like “non-banks” such as Amazon and Square that are now providing financial services. At the same time, financial technology firms like SoFi & Stash are also gaining traction quickly. But the good news is there’s still hope for the established players to retain clients in the new-normal.
To keep up with change, client experience (CX) leaders in financial services must digitize their client recruitment, retention and win-back techniques so they can rapidly adapt to this new work-from-home (WFH) environment.
Today, digitization opens the door to broader talent pools and, to drive results, companies need to adapt their hiring and management processes to source the best WFH professionals in a more global and competitive market.
Use these three tactics to win back your lost clients:
Hiring an all-star team of remote contact center agents is the secret sauce behind any effective win-back campaign.
The best hiring is no longer taking place in-person. HR managers must now be prepared to go fully virtual with their practices. Transitioning from in-person techniques to a remote approach that ensures the highest CX standards requires the right tools in place to adapt quickly and effectively.
To help organizations build remote teams more efficiently, Talkdesk CXTalent™ offers two unique ways to hire:
Everything these professionals do should be about succeeding with a full omnichannel communications engagement. They will be the front line of your client service and one of the main reasons why your clients will come back.
Employees and clients tend to agree that Inadequate training is a major point of frustration. Win back your clients by making sure that call center agents are performing at their best, giving them the right kind and amount of training without sacrificing ramp-up speeds.
Gamified training strategies, involving competition between agents as well as peer and supervisor recognition, can be highly motivational in a stressful environment like a call center.
Gamified training materials are a fundamental part and should connect well with new hires. Talkdesk Academy™ expands team knowledge with a series of free online courses designed to train new hires quickly on the cloud contact center platform and develop their skills through tips, techniques and hands-on learning.
Cutting-edge technology combined with a dedicated, properly trained workforce can help you recapture the attention of your lost clients.
If your agents are still going into a CRM and manually logging activities after every call, you need to think about how a move to the cloud could generate more agent productivity.
By integrating your cloud contact center with a CRM, you can create simple automations to share information across solutions and cut down on the manual entry. Talkdesk clients can integrate their contact center with a CRM tool like Salesforce so that every time a call is made, the Salesforce contact is updated to include notes about the activity, log the disposition and even store a recording of the call.
Your agents — your people — are your best asset. Help them raise the bar for service excellence and watch your clients come right back to you.
If you’re interested in learning more, please join us to hear how Bank of the West, BNP Paribas is transforming their CX strategy in #TheNewNormal.
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