Expertflow

Contact centers in Financial Service Industries If you are a retail bank or insurance company, you are likely considering a contactcenter as an additional channel to interact systematically with your clients and improve customer service. This channel can be viewed as an always-on, cost-effective alternative to branch office visits, ATM's, Mails or internet banking. A business design should be done on which volume of interactions the bank is currently providing over these channels, along with a cost-per-interaction. Then a design should be done what the bank’s goals are in terms of interaction volumes, that now also include the callcenter and the phone banking voice portal. The below shows a sample calculator:

In a mature and well-designed retail bank, approximately 5-10% of the overall workforce is employed as callcenter agent. Another approximate figure is that 10’000 retail banking clients require two callcenter agents. These figures are usually achieved over the time span of about ten years, from the moment a callcenter is first installed.

Whereas the typically small size of initial callcenters in banks would favour Express-type callcenters, we still recommend Enterprise-type callcenters. Enterprise Callcenter software licences cost less than Express software licences. Enterprise does require significantly more hardware. Banks frequently have a Data Center and SAN, so this extra hardware cost is often less prohibiting in the financial services industries. The enterprise version also provides more powerful IVR/ Voiceportal functionalities.

Expertflow has integrated with major core-banking systems such as Temenos, Flexcube and Avaloq, both for the front-end (agent) and the back-end (phonebanking).

Expertflow also has experience in the interfaces to the some of the main interbank networks in Africa and the ME (Interswitch, SASWITCH, CMI, CashNet,…)