During a relatively quiet year for the financial industry, 62% of banks saw an increase in customer service inquiries and first-call resolution rates are around 72%. But at CoreFirst, a new system enables IT to support employees with first-call resolution rates in the 90s.
Most financial services firms (62%) experienced more customer service incidents in 2009 then they did the year before, according to HDI research released today by Bomgar, a provider of remote support technology and sponsor of the study. Almost half the bank members of HDI (47%) chalk this increase up to infrastructure or product changes including mergers and acquisitions, 23% attribute the increased incidents to expanded service offerings by the support center, and 19% say it’s because their customer base grew. Read More.