Of course along with the facilities, come the challenges. With the high flow of service, financial institutions face serious difficulties when it comes to increasing the productivity of their teams . Whether due to lack of adequate equipment, lack of training or lack of strategic vision. But overcoming this scenario is simpler when you know where to start. And we hope that, by the end of this post, you already have notions of how to take the first steps. Let's go? Increasing customer service productivity in banks: challenges and opportunities McKinsey & Company , a North American business consulting firm, points out that.
The Latin American banking market is among the fastest growing in the world . However, banks here in our region have more expensive operations due to some factors such as structural inflexibility, dependence on physical distribution and manual processes. In this scenario, increasingly high customer expectations and pressure from new digital players (such as financial fintechs) are reinforcing the need to perfect mobile number list do increase productivity levels in the sector as a whole. On the other hand, there are more and more new tools capable of helping these institutions, especially in banking services , to improve their results, especially with regard to productivity. However, to get there, leaders need to be ready to deal with digital transformation.
Promote changes in the organization as a whole. “ Whoever seizes the moment will be able to reduce their operating costs by 20% to 30% and thereby protect margins, reduce CIR (cost-effectiveness) and potentially increase profitability. “ McKinsey & Company At this point, you might ask yourself: what technologies are these? What transformations are we talking about? The answer is in the next topic! How to increase productivity in customer service in banks Numerous factors can influence when planning a new approach to customer service in banks. Some of these are, for example, team size, available budget and structure, and so on . But, regardless of these factors, some fundamentals.