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Published by: Datamonitor
Published: Sep. 5, 2002 - 36 Pages
Table of Contents
Overview
Introduction
This executive report provides a concise overview of the European and North American retail banking call center markets. It highlights business specific issues that are driving call center technology spend, as well as key opportunities for call center technology vendors in the retail banking space.
Scope
Coverage: Western Europe and North America
Technologies discussed: CRM, IVR, Call Routing, Workforce Optimization and IP Architecture
Report Highlights
On average, European and North American call center IT spend is set to grow by $1.2bn until 2005. Vendors must focus on call center technologies that maximize the efficiency of call centers, while improving their revenue generating capabilities. Channel integration and workforce optimization will be key to ensure the wider success of retail banks' wider CRM strategies.
Reasons to Purchase
* Understand key business and technology requirements that are driving call center IT spend in retail banking.
* Identify the principal issues in retail banking call center implementation and integration and understand how technolgy can work to overcome them
* Gain a better understanding of various national markets, including less mature markets where great opportunities still reside
DRIVERS AND TRENDS
The retail banking call center market is set to grow significantly to 2005
Cost saving and revenue generating opportunities in call centers drive the continued investments in call center technologies
Growth is set to be particularly pronounced in less mature European markets
In mature markets, the focus will be centered on consolidating and optimizing existing investments by taking advantage of new efficiency enhancing technologies
OVERVIEW
Justification
Call Centers in Retail Banking: the market
Call Centers in Retail Banking: What do they do?
Technology Implications
Conclusions
ACTION POINTS
Banks should invest in call centers and specific call center technologies, as they offer good ROI and business generating prospects as well as further substantial cost saving opportunities
As agent tasks become more complex, retail banks should take advantage of call center infrastructure technologies, such as call routing, voice enabled IVR and workforce optimization to optimize the performance of agents; Call center technology vendors and systems integrators need to understand the business and technology requirements that are specific to different national retail banking markets in order to improve their sales strategies; CRM vendors and systems integrators should work to leverage customers’ existing
CRM investments, notably by partnering with workforce optimization vendors.
DATASETS
Table 1: Agent Positions in Global Financial Services, 2001-2005
Table 2: Global Call Center IT spend to 2005
Table 3: European Call Center IT Spend by Country
Table 4: Agent Positions in European Retail Banking 2001-2005
Table 5: North American Call Center IT Spend to 2005
AbstractIntroduction: This executive report provides a concise overview of the European and North American retail banking call center markets. It highlights business specific issues that are driving call center technology spend, as well as key opportunities for call center technology vendors in the retail banking space. Scope of the Report: * Coverage: Western Europe and North America * Technologies discussed: CRM, IVR, Call Routing, Workforce Optimization and IP Architecture. Report Highlights: On average, European and North American call center IT spend is set to grow by $1.2bn until 2005. Vendors must focus on call center technologies that maximize the efficiency of call centers, while improving their revenue generating capabilities. Channel integration and workforce optimization will be key to ensure the wider success of retail banks' wider CRM strategies. Key Reasons to Buy the Report: * Understand key business and technology requirements that are driving call center IT spend in retail banking * Identify the principal issues in retail banking call center implementation and integration and understand how technology can work to overcome them * Gain a better understanding of various national markets, including less mature markets where great opportunities still reside
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