How Can AI Voice Analysis Help Banks in Boosting Client Satisfaction?

How Can AI Voice Analysis Help Banks in Boosting Client Satisfaction_

Banking is one of the most competitive industry verticals. There are so many banks, including private banks that are trying to attract customers to use their services and banking products. Thus, unlike traditional times when customers used to use services from specific government banks only, now customer experience and satisfaction have become vital. This is the reason each bank has put a customer care department within the bank using skilled banking agents and the best call center solution. There are multiple other banking communication solutions available other than the call center software that can help improve customer satisfaction for a bank. AI voice analysis tool for banks is one of the tools like that.

What is an AI voice analysis tool?

This tool is also referred to as an AI call center solution because it is an artificial intelligence-drive module that can be integrated into the call center solution.

The AI voice analysis tool for banks analyzes each call for quality based on predefined parameters such as:

  • Usage of positive words
  • Tone of voice
  • Emotions in the voice
  • Silence in the conversation
  • Verbose minutes of conversation
  • And more

Based on these parameters, it gives an overall score along with scoring each individual parameter.

How does an AI voice analysis help banks to boost client satisfaction?

This quality assurance tool can boost client satisfaction in multiple ways. Let’s check how.

 1. It checks each and every call for quality

Unlike a manual analysis system, in which the manager checks only some random calls, the AI call center solution will analyze each call for quality assurance. This tool will ensure that none of the quality of service-related mistakes are overlooked. Thus, it helps in taking care of each client and the experience delivered to him or her to improve overall and individual banking customer experience.

2. It highlights unspoken signs of client experience

It is easy to decode a client’s frustration when he or she gets angry and shouts at a banking executive, but it is difficult to decode whether a customer is happy, sad, or upset with the banking services if he or she is not using those kinds of words in his conversation. The AI voice analysis tool for banks can analyze the tone and emotions in the voice to highlight when a client was upset or disappointed with the answer of the banking agent. This helps in improving conversation style and decoding unspoken emotions of clients to deliver better customer service.

3. Improve training

Agents handle banking clients, so they must be trained for rectifying their mistakes. The AI voice analysis tool provides details on individual mistakes. This helps in training agents based on specific mistakes they might be making during a call. This helps in improving the customer care standards in banks and boosts client satisfaction.

If you are interested in exploring more about a banking call center solution and AI voice analysis for banks to boost customer satisfaction, we can help you. Contact us to initiate the conversation.

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How Can Elision Improve Communication in the Banking Industry?

Elision Improve Banking Communication for Banks

The banking industry needs to make a secure and intelligent connection with clients to retain them and constantly improve the customer experience with reliable banking communication. To improve intelligent customer engagement, banks need the best communication solutions, too.

We, Elision, have developed a wide range of banking communication solutions that can help banks make an engaging connection with clients. These tools can help in improving customer experience by bridging the gap between communication and intelligent engagement.

Let us share how it happens, but before that, here is a quick brief of our banking communication solutions.

1. Omnichannel contact center solution

It is specifically designed for banks with custom features to help in handling emergency and premium banking services with a more professional approach along with handling common banking queries of clients and prospects.

2. IP PBX solution

Internal team collaboration in a bank is as important as handling customer engagement and concerns. The banking IP PBX solution helps in consolidating internal communication, plus, ensuring productive and fair usage of resources.

Now, let’s explore how our banking communication tools improve communication in the banking industry.

1. PCI and TRAI compliance adherence

PCI and TRAI compliances are set protocols by the government in India for keeping customer data and sensitive information protected while it gets exchanged over communication lines, which can be intercepted. The call center solution for banks and other banking communication tools makes sure these compliances are followed rigorously. The team of Elision can even implement other legislation or security compliances in the banking communication software solutions depending on the need of a bank. This not only keeps customer data protected and follows the legislation, but it also builds a positive and trustworthy brand.

2. Engage banking clients

Elision has developed the best banking call center solution that can engage clients even when banking executives are unavailable to handle calls. It makes sure that customers don’t hear unreachable or busy tones rather it engages clients with soothing music on hold. It also provides communication options like blocking a card with hot marking or connecting a client to a banking agent that can resolve the concern in the first attempt. The omnichannel contact center solution for banks developed by Elision helps in engaging clients by delivering an exceptional customer experience.

3. It helps in maximizing resource utilization

The banking communication tool such as IP PBX solution and call center solution manages better resource utilization. It makes sure that all calls and conversations are recorded and can be monitored in real-time. It helps in ensuring that each team member uses communication tools productively. All customers are managed professionally. There are multiple other ways, these tools help in boosting resource utilization.

In a nutshell, painstakingly developed features of the banking solutions help in monitoring customer experience, banking staff productivity, and fair usage of telecommunication resources. This contributes to the improved communication and customer experience in banks. It also boosts the performance of banking staff.

If you are interested in knowing more about these unified communication tools for banks and booking a demo for these tools, contact us.

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Virtual Banking: How Is It Made Possible by DialShree: Call Center Solution?

Virtual Banking- How Is It Made Possible by DialSharee- Call Center Solution_

Virtual banking is a leading trend in the 21st century. Gone are the days, when customers used to walk in to banks for their banking requests. Now, people can take banking actions at their fingertips and there are multiple digital solutions that make it possible. The call center solution is one of the amazing tools that help in making virtual banking possible.

DialShree is one of the best call center solutions for banks that have benefited many banks and made virtual banking effective, accurate, and simple.

Let’s see how.

1. Emergency services made available immediately

Using banking products like mobile banking, net banking, credit cards, debit cards, etc., can also cause leakage of sensitive information. It is possible that the credentials of mobile or net banking get leaked or someone steals the credit card or debit card. In this case, the call center solution for banks helps customers to immediately block their accounts or cards without waiting to log in anywhere or having a conversation with the agents. The real sense of virtual banking is made true by providing immediate services to clients.

2. Exceptional customer care services for banking clients

Net banking and mobile banking can help take common actions, but it does not help in real customer care as there are only chatbots that can answer common questions. Moreover, chatbot technology is still in the learning phase, so often leaves clients frustrated. Unlike that, customers can simply call the banking customer care center for any question they may have for which they are seeking resolution. The right call distribution rules available in the best call center software for banks, DialShree, will make sure that the customer gets connected to the right banking agent and receives a satisfactory response to their queries and questions.

3. Help clients to make a strong financial portfolio

Banks provide multiple other products other than just banking services such as insurance, mutual funds, long-term and short-term financial plans, and more. The call center software for banks helps banking executives to identify potential leads using reports and KPIs shown in the reports. In addition to that, agents can also run sales campaigns using a predictive dialer and other auto dialers.

4. Make the collection process streamlined

Banks need to handle the collection process as well. Unlike the traditional way of sending collection agents to customers’ home, DialShree: collection module for banking call center solutions help in automating and streamlining multiple processes to make the collection process more streamlined and optimized. This solution helps in boosting the collection rate and overall score as well.

Conclusion

There are multiple benefits of using the DialShree call center solution, which is developed with cherry-picked features to benefit the banks. Multiple amazing utilities of this software cannot be replaced by any other alternative available in the market. Thus, it is quite popular among banks. Already several banks in India use this best banking call center software.

To know more about this call center solution for banks and get a free quote and consultation, contact us.

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Major Utilities of a Call Center Solution in the Banking Industry

banking_10

A call center solution is one of the most useful telephony communication solutions gifted by VoIP. It is useful for all industry verticals. In this blog post, we will share the major utilities of a call center solution in the banking industry.

Banking and finance are major industries that use this software for their benefit. Therefore, you can find specifically designed and developed call center solutions for banks. This type of call center solution will have custom features to benefit and speed up banking operations. (more…)

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How Do Banks Get Empowered with Truecaller Verification?

banking_1

All industries need to connect with their customers to discuss various aspects and the banking industry has many things to convey to its clients. From the updates related to customers’ accounts or statements to new banking products that the bank has to offer, limit upgrades for credit cards, etc. Other than that, banks also need to connect with customers to remind paying credit card bills, upcoming or due loan EMIs, etc. For all these types of communication, it is necessary for a bank to use the best communication tool and it is PCI compliant. This is the reason a majority of banks have started using the best call center solution.

The best call center software has superior quality features, but it is necessary for a banking executive to connect with the customer before it actually uses the features of the call center solution. Due to the increasing use of caller ID applications like Truecaller, customers have started avoiding unknown calls or unidentified numbers.

In this case, Truecaller for business can be a great boon for the banking industry.

What is Truecaller verification?

It verifies the phone number of a bank and lets that bank uses its own logo and authorized name as caller ID. The caller ID will also show a green highlight, verification tick mark, and the verification badge in the caller ID to convey a positive message that this caller is known and verified and that is safe to connect.

Along with banks, any company can verify its number with Truecaller via one of its authorized partners like us. For more details, contact us.

How does a bank get empowered with Truecaller phone number verification?

The reach and connect rate will increase up to 75%

As per the statistics, if a business has a verified and trustworthy caller ID, then the call reach and connection rate can increase up to 75%. The caller ID cannot be changed by any third party user of Truecaller if it is verified with Truecaller for business. This ensures that every time a bank calls, a trustworthy and reliable caller ID flashes on the phone of a user, and the chances of connection increase.

Banks can highlight priority calling

In many cases, a banking executive needs to connect with the customer urgently. For example, to remind the due date of the credit card or when the delivery boy is at the doorstep of the customer to deliver the checkbook or to verify the status of the issued check as per the RBI rule, etc. For all this, it is necessary to urgently connect with the customer. The Truecaller number verification provides an option of priority calling highlight to banks to show the urgency of the call and increase the connection rate even further.

Banks can make data driven decisions and strategies

Truecaller will also show reports of calls with some important data in graphical format. This information can be used to define the marketing and connection strategy for different banking products.

We are authorized partners of Truecaller business and we provide number verification with Truecaller. We also provide other banking communication solutions. Contact us for more details.

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Best Call Center Practices for Banks

Best Call Center Practices for Banks

If you are running a call center for banks or leading a banking call center, then you must know the best practices. Even if you use the best contact center software, you need to know the best practices that all agents must follow. This is necessary to deliver exceptional customer service and follow PCI compliance and/or other legislation related to it.

1. Easily accessible information

In a bank call center, multiple campaigns are executed such as:

  • Customer care
  • Sales for credit cards, debit cards, other banking products, etc.
  • Collection for loan EMIs, credit card bills, etc.
  • And more

(more…)

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Major Features of a Call Center Solution that Empower Banks

Call Center Solution Features that Empower Banks

The banking and finance industry has been using the best tools to deliver an outstanding experience to their customers. A call center solution is one of the tools that banks use. Usually, all contact center software solutions look similar, but they are not. Of course, each of these solutions offers some similar features. Some of them have industry-specific features to benefit that industry. (more…)

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Major Challenges Banking Industry Faces without a Reliable Communication System

Major Challenges Banking Industry Faces

Similar to many other industry verticals, the banking industry faces multiple challenges. In this blog post, we will share major challenges faced by the banking industry in the absence of a reliable communication and collaboration system.

1. Providing remote services on a need basis

  • Traditionally, customers need to visit his/ her branch for any banking-related services. This is quite inconvenient for many.
  • Modern communication tools like an omnichannel contact center solution provide features that can be used to deliver remote services to customers. This is necessary to provide some need basic services such as emergency service to block a stolen or misplaced debit or credit card. The omnichannel call center solution can make this process automated with a hotmarking feature and it can help customers to take immediate action remotely.
  • The communication tools such as a video conferencing solution can be used for processes like KYC processing or customer relationship management by banks.

(more…)

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We Have Launched Communication Tools for Banking Industry

We Have Launched Communication Tools for Banking Industry

We are happy to announce the launch of multiple communication tools for the banking industry. These unified communication tools are available for the FINTech industry. It means any financial or banking service provider companies or organizations can use these tools.

Some of the major FINtech organizations are listed below:

  • Banks
  • Robo-advisors
  • Insuretech
  • Crowdfunding platforms
  • NBFCs (Non-banking Financial Companies)
  • And more

(more…)

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