Client Service Centers

Problem

Teams that provide client onboarding and broader client service are downstream of business and environmental influences that can cause bubbles (or peaks) of client activity. The client service team, which is staffed to handle normal daily volumes, may be caught off guard, resulting in a backlog of client requests, long client wait times, and ultimately, a decrease in the business’s ability to serve its clients.

For example, a business may have a product that is sensitive to market or economic factors, has a seasonal advertising campaign that drives increases in client activity, or is subject to other factors that influence demand. Client service teams may simply find themselves unprepared when the bubble makes it way to them.

Solution

Using OLI to identify factors that influence increased demand on client service teams and the interconnectedness across service teams focused on products, jurisdictions, or other segments, leaders can manage teams in a way that better matches client demands.

Outcome

More timely client access to business products and services. Better response to client service bubbles. Reduced wait time or call abandonment during times of increased client demand. Better employee experience. Better customer experience.

Find out how to predict and help prevent operational loss

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About BMO

We’re proud to be fueling growth and expanding possibilities for individuals, families and businesses. More than 12 million customers counts on us for personal and commercial banking, wealth management and investment services. As the 8th largest bank, by assets, in North America, we help our customers make the most of their money. In Canada, the United States and across the globe, we’ll continue to build, invest and transform to drive performance that services the good that grows.