Banking
What do your customers say?
After investing in telephone and online banking services, many banks are placing fresh emphasis in their personal services at branch level.
We understand that a bank does not make money on current accounts – but on cross-selling other financial services. And banks are realising that the branch is the best place to do this. This might be because, when a consumer walks into a branch, they are initiating the transaction, whereas when the phone goes and it's your bank on the other end trying to sell you something, the hackles can often rise.
So when the consumer goes into a branch, it becomes imperative that the people flow is properly managed. For if the consumer turns on his/her heel and walks right back out, how do you know how much business you might have just lost?
If that strikes a chord, you'll find that Qm Group technology can deliver:
- improved turnover
- improved staff efficiency
- improved customer satisfaction
- improved profitability through cross-selling
- improved customer retention
For example, our latest innovation, Matchmaker®, is a clever system that matches consumer needs to the right members of staff within the branch.
So, if a consumer wishes to talk about mortgages, it matches that consumer with the mortgage expert and tells the consumer how long they have to wait. The consumer is not left in limbo wondering if they're ever going to get to see somebody, rather their service expectations are set and they can use the time as they wish, for example by reading about mortgage offers. In turn, the mortgage expert finds the lead already qualified and ready to discuss the transaction. By managing the waiting time in this way sales are improved and 'walk-aways' reduced.
Our proprietary 'Cashier number 3 please' electronic call forward systems and our practical 'Guideline' barriers are so useful, they're installed in almost all the major UK banks.
In busy banks, consumers inevitably have to queue. Qm Group can help that experience be one that delivers productivity gains and increased sales.
If you're in banking, let's talk.
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