CSI Call Center delivers streamlined customer service to save banks time and resources while assisting account holders’ complex and immediate inquiries
CSI, a leading provider of end-to-end fintech and regtech solutions, announced the launch of its new Call Center, an outsourced customer service capability available to NuPoint core banking customers.
“Their friendly and professional representatives have become an invaluable asset, for our in-house support staff and customers alike.”
CSI Call Center is operated by Fintexperts® with the resources and expertise to meet customer service needs when banks face increased call volume and staffing challenges or require after-hours support for account holders. The call center’s flexible service integrates directly with an institution’s CRM to address customer inquiries on behalf of the bank and seamlessly maintain the bank’s exceptional service.
“Several of our core customers have already adopted CSI Call Center and reported decreased operational expenses and training costs without sacrificing their standard of service and experience,” said Bob Ezell, chief customer experience officer of CSI. “Our experts are acting as an extension of our customers’ teams—enabling banks to scale and never miss a beat with their account holders. Together, we can drive customer satisfaction by offering a consistent customer experience.”
Dezarae N. Conn, vice president and operations manager of Consumers National Bank in Minerva, Ohio, says adding the service to its core platform has increased the bank’s capacity to do what a community bank does best: service its customers.
“CSI Call Center has been a cost-effective way to expand our hours of availability—something customers have come to expect,” Conn said. “Their friendly and professional representatives have become an invaluable asset, for our in-house support staff and customers alike.”
Each call center interaction is logged through the bank’s CRM contact workflow to ensure a complete, accurate transcript and report following each account holder call. In addition, the service alleviates high call volume without deploying an automation system or enlisting additional team members to staff phone lines.
“CSI Call Center reflects the value we place on customer service,” said David Culbertson, president and CEO of CSI. “Our offering combines our commitment to customer success with our advanced technology to directly solve business and account holder problems. We take great pride in empowering our customers with the knowledge they need to best serve their account holders and look forward to partnering with them on the front lines.”
In collaboration with their CSI relationship manager, banks can choose their level of call center support to include after-hours, daytime hours or a fully outsourced service. CSI Call Center support.
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