Since the creation of the customer call center in the 1950's, customer call centers have continually evolved, primarily through the development of new technologies and process improvements alone. In the financial services industry, mutual fund companies have been at the forefront of managing this critical touch point for their shareholders and distributors. However, while being tasked with providing a high-quality service experience for their shareholders, their major focus was often diverted to keeping up with rapidly changing technologies and closely managing the escalating costs and operating expenses that came along with the influx of the new technologies.
In today's fund servicing environment, executives are further challenged with an ongoing call center technology race that continually increases the need for customer interaction. The task of determining which complex technology or solution will provide the greatest return on investment through improved service and cost efficiencies can be daunting. The balance of managing tight budgets and customer retention can lead many executives to search for a partner that can help them navigate through the options, and in some cases, take on the task entirely.