GoResponse Telephone Answering Service Staff

Banking app sees usage rates double

Many call centres may currently be considering whether to invest in their own app, providing yet another way for consumers to access self-service features. Providing this option via telephone answering services menus can be a great way of letting customers help themselves. However, it seems that app use continues to rise, particularly for the banking sector, suggesting that more companies need to invest in this area.

In a new study, it was found there have been 18.6 million banking app transactions in the past year alone. The British Bankers’ Association (BBA) revealed that 12.4 million people have downloaded apps for their smartphones or tablets. The result is that call centre traffic volume has decreased as many consumers are able to help themselves instead of calling for additional support.

Modern applications are extremely efficient at fast-tracking people’s transactions, allowing them to get queries resolved quickly whilst being able to work on the move without having to utilise call centre agents for help. Of course, there is still a need for agents because there are problems that are not easily fixed with apps. However, the bulk of simple processes, such as checking balances, for example, can be left to customers.

With the banking sector noting this significant change in consumer trend, it is important for call centres to take note. For those wanting to become more efficient, investing in an app could be the right step forward.

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