1. Answer customers' inquiries and provide necessary help through telephone and other interfaces;
2. Abide by customer service policies and procedures, and maximize customer satisfaction in every communication with customers;
3. Effectively operate the call center system to maximize the telephone answering rate to ensure good accessibility;
4. Accurately answer the questions raised by customers and solve customer needs in time;
5. Provide customers with comprehensive inquiry service and update the system in time;
6. Communicate and cooperate with other relevant departments to ensure that customers' problems are solved in time;
7. Be familiar with customer needs and be able to complete the work independently;
8. Have a strong sense of responsibility and initiative, actively solve all kinds of inquiry problems for customers, and ensure the improvement of customer satisfaction through high-quality inquiry service;
9. Complete other tasks assigned by superiors.
Although the call center is not the core position of the bank, it is an essential position. All major banks have their own call centers, and the demand for talents is still relatively large. Once you understand the overall operation of the call center, you actually have a wide range of choices, such as performance appraisal, process, training, projects and so on. The call center of a bank must be based on an in-depth understanding of each customer. Meet the different needs of each customer. We can get the same customer information and service information in different service channels, so that banks can provide the same service to customers in different service channels on the premise of understanding their background and establish long-term mutually beneficial customer relations with them. Provide corresponding financial services according to the specific needs of customers. Only by obtaining complete customer information and classifying it according to different customer behaviors can we make effective decisions that affect customer behaviors and ultimately achieve the goal of improving profitability.
The bank call center should quickly meet the initial needs of customers on the basis of fully understanding customer information, and constantly recommend new products and services to customers in subsequent contacts. The contact records between banks and customers are automatically saved in the customer information base to ensure that customers can get consistent services in future contacts. Agents can create notes on products and services to ensure that any customer's needs and problems will not be ignored.