Call centres to play ‘important role’ in banks’ future
Banks are predicted to move their customer service operations away from high street branches and towards call centres in the wave of an increasing trend.
The move comes as a result of the stiffer competition banks now face with main threats stemming from telecoms firms and high street retailers, according to industry analyst Gartner.
As the economy begins to move forward, banks need to plan for the “new world” emerging from the end of global recession, says Gartner.
“If they don’t, they will become uncompetitive and fall behind more-forward-thinking rivals,” said Richard De Lotto, Gartner principal research analyst.
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