Computer says Naaah!
Friday, January 25th, 2008I recently phoned my bank to garner information on various mortgage options.
After a lengthy discussion (with the bank’s call centre) it appeared that there was a selection of about five mortgage products that appeared appropriate for my needs. The shock came when I asked for the literature to be emailed through to me and was told there were no email facilities available.
Imagine having to work for a business that ties your hands behind your back while no doubt demanding various sales conversion rates. On further investigation, it appears that many call centres still only use one or two mediums of communication rather than the full ambit of phone, email, web, sms, letter fax and video.
When you think about it it is rather odd as consumers have been using multiple channels of communication for some years now in every day life. So it would be reasonable to expect any organisation selling to you to be doing so on your terms.
At the moment and in the foreseeable future, the market for financial products (mortgages and loans to you and me) is getting tougher - by all accounts the mortgage lending business is at the point of collapse. This means that every aspect of customer communication will be required to operate fully in the battle to find, win and keep customers in this market.
