Capturing customers--how the new wave in call centers is aiding the financial industry

Banks, insurance companies and other organizations within the financial industry today face the dilemma of increased competition, low customer loyalty and few opportunities to sell something new to their customers; and all the while, it costs far more to recruit a new customer than it does to retain

The financial industry is clearly on the leading edge of moving toward e-commerce as a solution; and with fungible products such as insurance or money, it is a perfect e-commerce candidate. Necessitating less customization than some other products, financial industry products easily lend themselves to being purchased and bought over the Internet. At the forefront of the e-commerce movement is the financial services industry - that is also where we find the call center and CRM industries.