Call Center: Product Servicing
This workflow template illustrates the processing and handling of inbound customer calls related to certain banking products. Purchase and download this template in PDF and Visio (VSD) formats. You can customize it to fit your own organization, or simply use it to better understand the Call Center: Product Servicing process.
Related KPIs : Average Handle Time (AHT), Average Speed of Answer (ASA), First Contact Resolution Rate, Inbound Calls Handled per Representative
What is Call Center: Product Servicing?
The Call Center: Product Servicing process involves the processing and handling of inbound customer calls related to certain banking products. This process includes initial customer account verification (should fraud be suspected, contact the Fraud & Compliance Team), customer profile information change (gather new details, update and confirm profile changes), payment and transfer execution (all entered information should be verified with the customer before the transaction is process), and/or check and statement order requests (confirm requests, mailing address, etc.). Ensure that all transactional information is shared with customers.
Download a Sample Call Center: Product Servicing
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