Addressing the Changing Landscape in Financial Services
Recordant recognizes that in today’s challenging world of financial services, customer service, coupled with the right products and plans, is the key to building successful relationships with your current and future customers.
Imagine the following scenarios. How quickly could your organization respond to these key questions?:
We recently retrained our associates to improve our cross-sell and customer service:
- Are associates utilizing training and adhering to the script?
- How are associates adapting to the new initiatives?
- How are customers responding to the new sales techniques?
- Are associates capitalizing on each potential sales opportunity?
- Do changes to training need to be made to make the process more effective?
- Who are the top performers and can their approach be implemented in training?
- Are your associates delivering the ultimate customer experience with each interaction?
- What are our best areas and what needs the most improvement?
Last week, we launched a multi-million dollar marketing campaign:
- Did the marketing campaign produce results and drive traffic into branches?
- How many customer mentions of specific campaigns did we receive?
- Did customers perceive value in the product or service marketing was seeking to promote?
We have recently introduced a new product/service:
- How are customers responding? What are their key decision making factors?
- How does our offering compare with that of our competitors?
- Are the associates knowledgeable on the new offering and presenting it clearly?
Until now, methods for answering these questions have been ineffective and outdated. Reliance on call center data, surveys, customer satisfaction scores, mystery shops and focus groups yield costly, time consuming, static and often biased results. These methods are a poor substitute for hearing first-hand the daily, face-to-face, frontline interactions occurring at each branch. Recordant is the only solution for capturing and analyzing these interactions in near real-time. Benefits of the Recordant solution include:
- Improved service performance – enhanced customer experiences and increased customer loyalty.
- Improved standards compliance.
- Refined cross-selling techniques.
- Increased understanding of marketing program effectiveness.
- Near real time feedback to all internal groups.
- Opportunity to listen to all interactions from all locations. Reduces travel time and shows an average days’s interactions as opposed to a best behavior day when management visits.
- Grants insight into how customers relate to often-time complex products and services. Leads to more effective communication between associates and customers.