Another valuable feature, call observation, lets managers and supervisors monitor calls without letting agents know when or which calls are being monitored. A toll-free telephone number separate from the bank s main number 2. The ability to reach a live customer service agent 3. As a result, the cost of operating a call center drops appreciably when customers are encouraged to use this feature. E-mail Electronic mail is quickly becoming the standard of delivery for call centers.
Customers can make inquiries to a call center from their PCs at their convenience.
Call center agents, in turn, can respond from any location, at any time of day. This increases a center manager s ability to make better use of agents time during off-peak hours. Contact Management Systems Contact management systems can record and track customer interaction, schedule follow-up contacts, share information with other agents, and provide standard responses to customers. The system can also integrate the bank s telephone system with outbound dialing in case a third party needs to be contacted. Banks can use this service to verify callers identification and activate new debit, ATM, and credit cards.