Financial Services call centers recognize the cost of customer churn, both in marketing costs and lost revenue. The average lifetime value of a financial customer can be extremely large, yet often the only human contact is through the call center.

Increasingly, customers use the web to compare offerings. When they call you, they are ready to do business, and a mishandled call can lose you a customer. Rapid access to information is critical to the agent and your overall success.

Surprisingly, for a business driven “by the numbers”, the contact center has not been able to obtain meaningful customer experience information that can be used to improve processes and performance.

Financial Services Solutions

The Upstream Works family of analytics solutions relates the customer experience and outcome to agent performance and call center process. You see how the contact center affects your customers and how customers affect the contact center.

Analytics and Performance Management

First Call Resolution is based on what the customer actually does (contacts you again), and is individually tracked by call type and across all channels. This is mapped against a wide range of performance criteria to permit deep analysis of the customer/call center behavior and its relationship to satisfaction, and ultimately churn.

Call centers gather invaluable front line market data. We can get it out of the call center and in the hands of the rest of the business.

The solution family includes tools that let you identify customers “at risk” because of poor handling and non-resolution, and forensic tools that provide complete detail for all contacts related to an escalated issue, including links to call recordings.

Agent Desktop

Our agent desktop solutions are driven by customer experience and analytics. We give agents knowledge of a customer’s prior experience before even answering the contact. The interaction can be automated based on this information to reduce the time, and to highlight sales opportunities. And, we can dramatically improve cross-selling and up-selling initiatives by identifying those customers with problems and helping you resolve them more effectively. This increases the number of callers who will be receptive to your proposals.

Our automation respects the privacy and rights of the caller, ensuring that you remain compliant with legal requirements, but still take advantage of automation. Both in call and after call work is guided and tracked, ensuring that activities related to compliance are done correctly.