The Web-Enabled Call Center
The Key to Providing Customer Value

Financial Institutions are fighting to retain their customer base.  Competition is increasing while customer loyalty is dropping. Customer service and cost are the differentiators in today's market. Larger banks have been able to capture accounts through improved service, using technology that only they could afford. ClientCenter enables any financial institution to provide unsurpassed customer service.
The call center is rapidly becoming the most critical component to the customer service experience. A successful call enter requires effective access to both customer information and contact history. Furthermore, the call center requires round-the-clock availability of its systems, an overall view of the customer relationship, and an intuitive way of retrieving complex information, as well as cost-effective administration.

ClientCenter allows your call center to:

• Answer account questions and perform transactions.

• Make decisions based on the profitability of the caller.
• Lead into a sales script for the next appropriate product for the caller, based on his situation and existing relationships with the bank.
• Take applications for loans and new accounts.
• Answer questions quickly, accurately, and consistently, even when the questions and their answers change on a frequent basis.
• Record automatically which customers are calling, who they're talking to, what questions they are asking, how long it takes to deal with any specific type of call, any notes specific to the circumstances of the call, and more.
• Initiate follow-up items required by other departments.

All this is offered 24 hours a day and without recourse to a single sheet of paper. And, incidentally, without any typing except the customer's name and any notes that may need to be recorded.

ClientCenter Bridges Information Access Gap

Today, customers are looking to the call center to provide the same extended-hours convenience offered by electronic channels. Failure to meet these rising expectations will result in the loss of business. But, while customer retention is critical, so is balancing the books each day. Traditionally, this meant that account information was not available for customer service inquiries during the hours required for balancing. ClientCenter has been designed to provide continuous information access, 24 hours a day, 365 days a year.

ClientCenter Boosts Performance and Efficiency

ClientCenter's web-based architecture greatly simplifies retrieving customer information. The customer service representative (CSR) can quickly locate an account and confirm the identity of the caller. The CSR can then access all the information in that and related accounts, plus a history of all the previous contacts by the caller. Questions from simple balance inquiries, through to the most detailed inquiries of transaction history, can be readily answered. Fund transfers, stop payments, fee waives and other transactions can be accomplished.
The ClientCenter graphical user interface requires no understanding of the underlying mainframe system. The data is presented in the web browser in a highly intuitive format and the training requirement is virtually non-existent. Furthermore, the response time of ClientCenter is extremely fast, thereby eliminating long pauses in the phone call, enhancing the customer's experience and increasing the CSR's call rate.

Many times, a call will require a follow-up action - mailing something to the client, approval on a loan application, ordering an ATM card. With ClientCenter, this can be accomplished electronically by sending an email, pre-filled with the details, to the relevant department, or by interfacing with existing workflow systems, or by a custom extension to ClientCenter's open architecture. Thus a fast, efficient and traceable system can easily replace existing paper-based systems.

Total Customer Relationship Management is Key
to ClientCenter Design

The key to excellent customer service is to put knowledge of the individual customer at the CSR's fingertips at the moment of the call. The key to the bank's ability to mange that customer relationship is to have a complete picture of that customer; what products does he currently have, what are the characteristics of his

use of those products, what additional products might be of interest. Is this customer profitable to the bank? Without this knowledge, everyday decisions on fee waives, loan rates and ad-campaign phone lists are arbitrary. With it, you can make your most profitable customers also your most loyal, and you can significantly improve the success rate of targeted mailings.
ClientCenter gathers information about all call center, Internet banking and other interactions, and makes it available throughout  the enterprise. It improves the customer experience both immediately and long term. Immediately because there is continuity between one interaction and the next when any CSR or teller in the bank has the details of all previous interactions. Long term because patterns of calling, frequency of requests and incidence of problems can all be analyzed to provide continuous improvement of bank processes.
Whenever an account is accessed, ClientCenter will provide an indication to the CSR of the profitability of the customer to whom they are speaking. How the rating is arrived at, and the form of the information displayed is completely customizable by the bank.
Furthermore, whenever a customer account is accessed, a list of one or more products or services determined to be appropriate for this individual customer is displayed to the CSR. If the occasion is presented the CSR can then suggest the product, using a sales script provided on screen. The outcome of the suggestion is recorded and if required, an on-line application can be completed or information mailed. Again, the choice of the product suggestion is controlled by the bank, based on rules linking knowledge of the customer's situation and profitability, and the current promotional goals of the institution.
ClientCenter provides comprehensive tracking of all contracts, with a minimum of effort by the CSR: only the reason of the call needs to be picked from a list. Reports can be

generated to show the frequency of various call reasons, the time it takes a given CSR to take a loan app, how many calls are abandoned before getting the information requested, or any of an unlimited number of combinations that may be of interest.

ClientCenter Reduces Total Cost of Ownership

• Less training: Considerable time and effort goes into training operators in the use of conventional mainframe applications and data retrieval methods. With products being introduced and modified continuously, an effective and flexible way to support the new products is required. ClientCenter virtually eliminates complex training effort through its intuitive design.

• Less paperwork: With ClientCenter, everything is on-line. From the interest rates, opening hours and ATM locations, through to the address changes, appointments, complaints, research requests and suspicious deposit flags, ClientCenter will handle and distribute it electronically.

• Less maintenance: ClientCenter requires zero administration on the desktop because the only software installed there is the browser. And just as ClientCenter is centrally located, so is all the information used by the CSR - interest rates, product information, etc. Whenever this is updated, all agents immediately see the latest information. This dramatically decreases administration overhead, while increasing security and maintainability.

In Conclusion

In coupling banking applications with web technology, ClientCenter revolutionizes presentation standards for mainframe data. By providing 24 hour access, it allows a call center to exceed its customers' expectations.

ClientCenter provides integrated call tracking, creating a history of customer contacts and gathering exact statistics of call center activity. It supports electronic fulfillment and distribution of actions arising from calls and can be extended to work with existing bank processes and organization.
And finally, through its profitability indicators and intelligent cross-selling, it allows CSRs to deal with customers consistently, according to data-driven bank policies. This optimizes the chances of suggesting a new product that is genuinely of interest to the caller, and it prevents selling another unprofitable account to an already unprofitable customer. And it ensures that your best customers are always left with the feeling that they have been properly taken care of.