Proposal powerpoint week 4
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BANK OF AMERICA, N.A. CLIENT SATISFACTION IN PERSON AN D ONLINE PROPOSAL TO EDUCATE CLIENTS O N TYPICAL BANKING T RANSACTIONS DELIVER TO PHILIP MARCUS S ENIOR VICE PRESIDENT OF ELECTRONIC CL AIMS PAMELA NOONAN SENIOR CLAIMS ANALYST ELECTRONIC CLAIMS DEPARTMENT CHECKING / SAVINGS ACCOUNTS
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Transcript of Proposal powerpoint week 4
BANK OF AMERICA, N.A.CLIENT SATISFACTION IN PERSON AND ONLINE
PROPOSAL TO EDUCATE CLIENTS ON TYPICAL BANKING TRANSACTIONS
DELIVER TO PHILIP MARCUS
SENIOR VICE PRESIDENT OF ELECTRONIC CLAIMS
PAMELA NOONAN
SENIOR CLAIMS ANALYST
ELECTRONIC CLAIMS DEPARTMENT
CHECKING / SAVINGS ACCOUNTS
OVERVIEW
BANK FEES
CALL CENTER
CLIENT ACCOUNT EDUCATION
PLEASANT EXPERIENCE = PROFIT
CLIENTLESS FEES
LESS TIME CALLING
ASSOCIATELESS TIME DE-ESCALATING
ASSIST WITH NECESSARY ISSUES - FRAUD
SHAREHOLDERRETAINING CLIENTS
AUDIENCE ANALYSIS
ASSOCIATE DRIVENDEVELOPMENT DRIVEN (GARR, 2010)
ONE CALL RESOLUTION EMPOWERMENT (PRIMAS)
DRIVE FOR SUCCESS CLIENT AND ASSOCIATE
BALANCE
STAKEHOLDERS
Banking Center Associates
Clients
Call Center AssociatesCall Center Managers
ShareholdersTechnology Team
Marketing Team
REFERENCES
• GARR, STACIA SHERMAN (SEPTEMBER 2010). BERSIN & ASSOCIATES RESEARCH REPORT. DEVELOPMENT-DRIVEN PERFORMANCE MANAGEMENT. RETRIEVED FEBRUARY 9, 2014 HTTP://WWW.DRESSERASSOCIATES.COM/PDF/WHITEPAPERS/DEVELOPMENT-DRIVEN-PERFORMANCE-MANAGEMENT.PDF
• PRIMAS. FIRST CALL RESOLUTION. RETRIEVED FEBRUARY 9, 2014 HTTP://WWW.PRIMAS.NET/FIRST-CALL-RESOLUTION.HTML
