Contact Centre

Using the Financial Institution (FI) you choose in Assignment 1, as a group discuss and answer the following 4 questions:
1. From the your F1’s website, (5 Marks) • What promises do they make to customers? • How does the Fl view their clients / customers?
2. Customer Access Strategy; How does your Fl stay in contact with its clients? (10 Marks) – How do they sell to clients? – How do they service clients? – What channels (voice, email, web , social media…) do they use to service clients?
3. How does the F1’s Customer Access Strategy support their stated customer promises (question 1)? (10 Marks)
4. From a clients perspective how could your Fl improve their customer service? (5 Marks)