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)