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Contact centres are a hot topic across financial services as institutions look to dominate the customer experience race.

The drivers come as a result of higher customer expectations, competitive advantage and the need to rebuild trust post royal commission.

In our latest white paper, QMV consultant Kris Miller outlines the fundamentals of setting up a contact centre for success:

• Great staff

• Great brand

• First call resolution

• Cross-training

• Customer care

• Data

• Tools

• Omni-channel

• Voice of customer

• Leadership and training

The overall message is simple and it starts here – “Look after your front line staff!”

If your organisation needs assistance with the performance of your contact centre, QMV can help.

QMV offers advisory and consulting services that can raise the standards and efficiencies in your contact centre. QMV has you covered for everything from business case preparation, process requirements/documentation, change management projects through to contact centre reviews, tender preparation and data quality.

Please reach out to QMV for further information on p +61 3 9620 0707 or submit an online form.  

ABOUT QMV

QMV provides trusted advisory, consulting and technology to Australia’s leading superannuation, insurance, banking and wealth management organisations.

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