Account holders expect excellent service, regardless of how they choose to interact with your financial institution. In-branch, online, and mobile channels receive considerable attention, but call centers must be prepared to deliver equally stellar experiences.
On-demand access to relevant documentation and content equips call center representatives to answer questions, maintain high levels of professionalism, achieve KPIs, and, ultimately, support customers and members.
This article discusses how financial institutions’ call centers can leverage FASTdocs.
Making Life Easier for Call Center Staff
FASTdocs, part of Alogent’s ECM suite for financial institutions, offers multiple capabilities that benefit call centers. Two features of particular importance include system integration and FASTdocs WebShare.
Quickly Accessing Account Holder Information via System Integration
Providing excellent support sometimes requires additional research. FASTdocs can integrate with a variety of systems, including popular core banking systems. Connecting FASTdocs to the core increases access to account holder documentation.
For example, if an account holder calls to inquire about a previous statement, the call center rep can quickly jump from the core to corresponding account holder records in FASTdocs. Streamlined research translates into less wait time for the customer and, hopefully, improved time to resolution.
Enabling Self-Service Digital Banking with FASTdocs WebShare
Empowering account holders with self-service access to information is a smart way to avoid unnecessary support inquiries. In addition, self-service makes it easier for call center reps to respond to support requests, such as when a borrower needs to submit an updated certificate of good standing (without visiting the branch). In this situation, call center staff could use FASTdocs to initiate a document request and direct the borrower to upload via digital banking. Documents become viewable in FASTdocs immediately after upload, saving borrowers and staff considerable time and effort.
Increase Access to Information with FASTdocs
Contact Alogent to request a personalized demo of FASTdocs for your bank or credit union.
Learn more: Enable Self-Service for Employees and Account Holders
Read more: Best Practices: Enabling a Two-Way Document Exchange with Account Holders
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