Covid versus Call Centers
The inability to visit physical offices, branches and stores has created a spike in consumers getting in touch with organizations via their call centers.
600% to 800% increase in call center activity
Cleaned up transaction data enriched with logos and map locations is an effective way to reduce the burden on the customer touch points in a banking organization
20% drop in the capacity of representatives
The Covid-19 crisis has had a “double whammy” effect of increasing demand for call center services along with a loss of call center capacity. Organisations with the inability to allow staff to work from home combined with reduced staffing due to illness both contribute to the loss of capacity.
* Data provided by Pindrop
increase in the use of Open Banking for initiating payments
The initiation of payments via Open Banking had been increasing 43% month on month up until February 2020. This increased to 460% in March. Another point is that the research shows that once adopted, usage continues, perhaps demonstrating value in Open Banking.