Why banks should invest in digital customer service in 2015

OABPO Blog Team Published on December 4, 2014

Why-banks-should-invest-in-digital-customer-service-in-2015--Open-Access-BPO--call-centers-in-the-philippines
When we took a a side-by-side look at the industries that are commonly served by call centers in the Philippines, we saw polarized rankings on businesses under the financial services industry.

Banks and credit card companies were reportedly the poorest performers in the areas of online customer service and overall customer satisfaction, while credit unions are said to be gaining the nods of their members. Money magazine included the banking sector in its list of “three industries that desperately need customer service makeovers.” But a survey by market research company, JD Power, showed the opposite, giving financial brands with the highest customer satisfaction ratings.
The year 2014 has seen the worst of financial firms, and it s not enough that they re acing some areas because it doesn’t discount that fact that they re messing up other aspects. For an industry where many people build and depend their future on, companies in the financial sector needs to show consistency in how they deliver support. Otherwise, people will take their money elsewhere, as proven by the JD Power US Retail Banking Satisfaction study, which revealed poor customer service as the top reason why clients switched banks this year.
What should finance companies invest in next year and how would this move benefit them?

1. Stronger employee knowledge

Why-banks-should-invest-in-digital-customer-service-in-2015

Customer service representatives (CSRs) undergo training to ensure that they provide proper assistance, but knowledge can get stagnant, especially in an ever-evolving business landscape. People no longer limit their definition of excellent customer service to the CSRs ability to provide correct answers; they have to be available round-the-clock and deliver first contact resolution. Invest in your employees customer service knowledge to improve the level of service your company provides.

2. Self-service options

Why-banks-should-invest-in-digital-customer-service-in-2015-

People asked by the EY consumer banking survey said that a bank s website is the most important source of information. But you should not just invest in an FAQ page; your knowledge base should be searchable, secure, and user-friendly. In addition to this, your website should either feature or point to other digital customer service options like live chat, mobile customer service app, and social media accounts.

3. Multi-channeled support

Why-banks-should-invest-in-digital-customer-service-in-2015--

While self-service should be a cornerstone of online service, it should not be the only contacting option you have. Pair this with assisted service options such as email and live chat. Let customers reach out to you through their channel of choice or through the platform that s most convenient to them any time of the day.

To build brand loyalty next year while resurrecting from this year s customer disservice, the financial services sector needs to invest in customer experience that reduces effort. Clients must feel uniquely valued through personalization. Investing in the basics is the first step, and you will now have to branch out from there.

Join us on facebook
Open Access BPO 7 days ago
The world is getting smaller, and your customers come from all corners of it!
Partnering with a culturally diverse #CallCenter team isn't just the right thing to do, it's a smart business move.

Learn about the key benefits in our blog:
https://buff.ly/360SqHP

----------
Want a high-value #CustomerExperience for your diverse audience?

Let our multicultural teams help your brand break into international markets without worries.

Contact us today: https://buff.ly/59i7YD6

#WeSpeakYourLanguage
#CX #diversity #inclusion
Open Access BPO 7 days ago
Open Access BPO is kicking off our Pride Week, a dedicated series of events celebrating #PrideMonth. This initiative underscores our commitment to fostering a workplace culture built on #inclusion and #diversity.

Throughout the week, we've planned a series of meaningful activities designed to celebrate the #LGBTQIA+ community. We believe that fostering an environment where every individual feels valued and empowered is crucial for our collective success.

Our dedication to creating a safe and equitable space extends beyond this week, reflecting our ongoing commitment to a more inclusive future for all.

#WeSpeakYourLanguage
#PrideMonth #Pride2025 #UnitedByLove
#OneWithDiversity #PrideMonth2025
Open Access BPO 7 days ago
Open Access BPO is kicking off our Pride Week, a dedicated series of events celebrating #PrideMonth. This initiative underscores our commitment to fostering a workplace culture built on #inclusion and #diversity.

Throughout the week, we've planned a series of meaningful activities designed to celebrate the #LGBTQIA+ community. We believe that fostering an environment where every individual feels valued and empowered is crucial for our collective success.

Our dedication to creating a safe and equitable space extends beyond this week, reflecting our ongoing commitment to a more inclusive future for all.

#WeSpeakYourLanguage
#PrideMonth #Pride2025 #UnitedByLove
#OneWithDiversity #PrideMonth2025
Open Access BPO 8 days ago
Open Access BPO conducted Plant It Forward, a two-part tree-planting initiative, held in Laguna and Davao in May and June 2025.

Volunteers from both activities planted 300 Philippine indigenous trees, which were selected to help maintain the biodiversity in the area.

“This program is more than just planting trees; it’s about cultivating a culture of social responsibility within our organization and demonstrating our commitment to the communities where we operate,” said Joy Sebastian, Global VP at Open Access BPO.

This is only the start. Open Access BPO vows to continue investing in such environmental projects, affirming its core value of creating positive impact.

Read more about the green initiative here: https://buff.ly/HjTlHZC

#WeSpeakYourLanguage
#OABPOPlantItForward
#OABPOcares #IdeaHubOABPO
Open Access BPO 8 days ago
𝐀𝐝𝐝𝐢𝐧𝐠 𝐯𝐚𝐥𝐮𝐞 𝐭𝐨 #𝐂𝐮𝐬𝐭𝐨𝐦𝐞𝐫𝐄𝐱𝐩𝐞𝐫𝐢𝐞𝐧𝐜𝐞 𝐦𝐞𝐚𝐧𝐬 𝐠𝐨𝐢𝐧𝐠 𝐭𝐡𝐞 𝐞𝐱𝐭𝐫𝐚 𝐦𝐢𝐥𝐞 𝐟𝐨𝐫 𝐲𝐨𝐮𝐫 𝐜𝐮𝐬𝐭𝐨𝐦𝐞𝐫𝐬.
This means transforming basic interactions into meaningful connections.

It's the secret to building strong customer loyalty and driving business success by making customers feel valued and understood.

Dive deeper into what makes a truly value-added #CX and how it can significantly boost #CustomerLoyalty and overall business success: https://buff.ly/8Wxb9gw

——————————
Ready to transform your customer experience? Don't settle for less; elevate your #CX by partnering with a #CallCenter that truly goes the extra mile 24/7.

Learn how our dedicated team can enhance your customer interactions and drive loyalty.
Take the first step towards superior CX today: https://buff.ly/L6dUG5E

#WeSpeakYourLanguage
#CustomerSupport #BPO
Open Access BPO 11 days ago
Reposted from @tdcxgroup

We’ve made yet another bold move.

Just last month, TDCX Group launched Chemin to help the world’s most ambitious companies realize their AI goals — faster, safer, and smarter.

To accelerate our ambition, the Group has acquired SUPA, a cutting-edge data annotation platform known for its agile, gig-powered model and elite talent network.

SUPA will now be part of Chemin, as we make moves to deepen our ability to support everything from training foundational models to safeguarding mission-critical AI systems.

“The future of customer experience is AI-powered, and AI itself runs on increasingly complex, curated data. SUPA brings us the right capabilities and talent frameworks to fuel that future. By embedding SUPA into Chemin, we’re doubling down on our ability to support enterprise and frontier AI labs with world-class data operations,” says Laurent Junique, CEO and Founder, TDCX Group.

As the demand for precision, scalability, and human-in-the-loop intelligence grows, we look forward to delivering the kind of nuanced data interpretation and domain expertise today’s frontier AI requires.

Slide into our inbox — we speak AI.

Tap the 'Press Release' link in our bio for more details.

#CX #Outsourcing #AI #EnabletheFuture