Bank customers won't just change institutions if they have a negative experience navigating through an IVR tree. They'll tell their friends too. Hosted call center solutions with advanced routing technology can help institutions gain competitive advantage. Don't deploy call center technology without looking into these new services.

How Hosted Call Center Services Work

Hosted call center offerings can integrate call routing technology directly into the bank's existing CRM system. This has two key benefits:

• It takes less time to connect the customer to the optimal call center representative.
• Once connected, the representative already has a head start on the interaction due to pre-populated screens.

Proactively using data mining techniques against the CRM database allows proactive management of customer interactions. It also reduces customer frustration by significantly reducing hold times, minimizing Interactive Voice Response (IVR) navigation, and virtually eliminating cases of customers being routed into voicemail oblivion.

The following graphic illustrates...