You want to have a complete history of the customer and use all endpoints - Web, IVR and a call center. The issue, then, is how to migrate people to the least expensive service while maintaining high-quality service. You have to develop a strategy, such as developing a user-friendly IVR system with speech recognition, says Prunty. He says that many banks are starting to measure the importance and value of the relationship with the customer, not necessarily the channel. Most banks are historically bad at sales efforts, and many look at the call center only as a means of servicing, Prunty says.
Many banks even outsource outbound telemarketing.
They may have the function of outbound calling, but are not doing it themselves. You need to look at inbound calls as a servicing function that drives CRM, retains existing customers, finds new customers and increases the walletshare for customers you have.