Technology Record - Issue 31: Winter 2023

FINANCIAL SERVICES the agents. Contact centre agents are the frontline to millions of customer interactions every day. Agents who lack the training and technology to instantly – and correctly – assist customers run the risk of hurting customer satisfaction and the business.” A study commissioned by Microsoft found that some UK customers are waiting for an average of eight minutes and 27 seconds to speak with a financial services representative when phoning a call centre. This is 25.35 times slower than the industry’s optimal standard for call centres, which requires agents to answer calls within 20 seconds, as reported by Caile suggests that financial services organisations should develop approaches to better engage and empower call centre agents for improved productivity. “Beyond traditional employee onboarding and training for contact centre agents, the leading financial institutions look closely at their technology strategy and ask themselves Photo: iStock/sturti 91