Phone Banking

A

Authentication through password or security

E

Exclusively or mostly banks which do there operations by telephone are known as Phone Bank

R

Require call center i.e a centralized location used for receiving and transmitting a large volume of request by telephones

C: Contact Center

also known as customer interaction center; central point from which all customer contacts are managed

B: Blended Call Center

combine automatic call distribution for incoming call with predictive dialing for outbound calls

C

customers speak to live representative located in call center or a branch

I: Inbound Call Center

handles inbound call (calls initiated by customer)

Phone Banking

is a service allow customers to perform transaction over the phone by a financial institution

O: Outbound Call Center

outbound call (calls to customer or sales lead or debt recovery)

Call Center Models

remember as CIOB (Chartered Institute of bankers)

Significance

remember as virtual CARE