We have limited Russian content available. View Russian content.

Snap Chart

“Please Don’t Hold”: A Better Banking Call Center Experience

Customers are far more satisfied with their bank if they have the option to receive a callback, even when they opt out.

Snap Chart

“Please Don’t Hold”: A Better Banking Call Center Experience
en

Bain research shows that when customers are disputing a banking fee, long wait times can diminish their satisfaction. Good call center agents can help. But even with top-notch customer service, wait times longer than 10 minutes can result in a 24-point drop in Net Promoter ScoreSM, a measurement of a customer’s likelihood to recommend the bank for the way it handles disputes.

In addition to better agents, banks can boost satisfaction during disputes by giving customers the option to receive a callback rather than holding. Customers who chose a call back gave a Net Promoter Score of 28 points, compared with a Net Promoter Score of –3 from those who didn’t have a choice.

Despite the high levels of satisfaction with the callback option, only 40% of customers took banks up on the offer. Still, those who were offered yet declined the option were more satisfied than those who were forced to hold.

In a landscape of ever-increasing consumer expectations and tightening budgets, offering and incentivizing callback options are a win-win, elevating customer loyalty at a relatively low cost.

Deliver an unparalleled banking experience

Use NPS Prism® as your window into how your customers want to be served.

Learn How

Net Promoter®, NPS®, and the NPS-related emoticons are registered trademarks of Bain & Company, Inc., Satmetrix Systems, Inc., and Fred Reichheld. Net Promoter Score℠ and Net Promoter System℠ are service marks of Bain & Company, Inc., Satmetrix Systems, Inc., and Fred Reichheld.

NPS Prism® is a registered trademark of Bain & Company, Inc.

Tags

Хотите продолжить обсуждение?

Мы помогаем мировым лидерам бизнеса решать самые сложные проблемы и находить наилучшие возможности. Работая вместе, мы добиваемся устойчивых положительных изменений и результатов.

Net Promoter®, NPS®, NPS Prism®, and the NPS-related emoticons are registered trademarks and Net Promoter Score℠ and Net Promoter System℠ are service marks of Bain & Company, Inc., Satmetrix Systems, Inc., and Fred Reichheld.