Banking Call Center Best Practices Now Available with TN Insights

A new report that benchmarks and tracks performance against banking call center best practices is now live on the TN Insights platform from TNS. Since launching last year, the analytics solution, along with TNS’ Telephone Number Reputation Monitoring service, has been helping enterprises adjust their calling practices to maximize their customer engagement.  

Understanding Banking Call Center Best Practices 

1. Maximize your telephone number assets effectively: TN Insights reports indicate the numbers of calls your call center has made that were eligible for branding calling but may not have displayed the rich content on the incoming call screen. TN Insights reports also measure the percentage of your telephone numbers that aren’t placing outbound calls, as high dormancy rates may indicate unused numbers, potential issues with number recycling or risks related to number reputation.
2. Track TN porting, CNAM changes and signing authority shifts: Telephone numbers that move from one carrier to another may signal potential compliance risks if not managed correctly, and changes in signing authority could indicated number ownership transfers, service provider changes, reseller activity or spoofing attacks. Tracking this activity, as well as Caller Name (CNAM) changes helps call center operators avoid fraud suspicions and achieve compliance. 
3. Monitor honeypots, spam scores and voicemail rates: Honeypots are specially monitored phone numbers that are not used by real consumers but are tracked for fraudulent, spam or robocall activity and hitting these honeypots suggests possible misuse or problematic calling behavior. Monitoring these statistics, as well as spam score and percentage of calls that are answered with call duration helps call center operators to avoid carrier labeling or blocking which lead to improved business outcomes. 
4. Learn from customer sentiment and feedback: TN Insights report gathers customer sentiment from over 20M mobile users indicating if you calls are wanted or unwanted and provide detailed feedback about consumer sentiment of your calls (i.e. your calls are viewed as telemarketing). This information can alert you to changes in your calling patterns which result in a negative sentiment from consumers, allowing you to alter your calling patterns and drive better consumer satisfaction and calling outcomes.  

These call center best practices might seem difficult to track, but by leveraging TN Insights, the hard work is done for you. 

How Does TN Insights Work? 

TN Insights analyzes your telephone numbers, calling behavior and calling outcomes then compares that to other enterprises within your industry based on the billions of calls which TNS processes per month. Number reputation management and calling analytics helps enterprises to understand the factors that contribute to lower than industry average calling outcomes and identify telephone numbers being marked as spam, allowing enterprises to act and reduce mislabeling of legitimate calls.  

With 64% of US adults preferring to engage with banks via phone call rather than any other method of communication, now is the time to ensure that calls aren’t missed by the 72% of Americans that don’t answer the phone to an unknown number.1  

Mike Schinnerer is Vice President of Product Management at TNS with specific responsibility for TNS Communications Market.