TowerGroup believes that retail banking contact centers must manage to four key performance indicators, regardless of location: cost per contact, customer satisfaction, first-contact resolution rate, and agent utilization.
Worldwide spending on contact center technology will increase at a compound annual growth rate of 3.36% until 2012, driven by high growth in the Asia-Pacific and Latin American regions.
Offshoring retail banking contact centers will remain an option for only large international banks, but if US and Western European governments offer incentives to keep and return jobs onshore, investments even in current offshore operations will decline.
Major banks' contact centers face overstaffing due to reduced voluntary turnover in the current economic climate, but TowerGroup believes that this is a short-term problem and banks should try to manage without cutting staff.
Although information security is perhaps more lax in contact centers than in any other delivery channel, banks can reduce exposure to fraud through stronger upfront authentication and agents' vigilance.
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