State of the Call 2021 Impact Report - Financial Services

Almost half of all financial services companies believe that their customer experience "is not where they'd like it to be" when it comes to communication and engagement. Seamless channel integration is crucial with the many ways consumers can communicate about their banking needs. With the added high stakes of these conversations and the need to keep these communications secure, nothing can substitute the voice channel. 

Read this report to explore the key trends impacting financial services contact centers from providing streamlined conversations to their customers. 

Download the report to learn more about following findings:
  • Over the past twelve months, nearly three quarters of businesses increased their use of voice. 

  • 54% of financial services professionals believe that businesses should fix the problem of spoofed calls. 
  • 96% of Financial Services professionals reported their calling activity has increased in the past 12 months. 

  • Almost 40% of US consumers surveyed say that a spoofing call claimed to be operating in the financial services sector.