ROMA (ITALPRESS) – “In 2025 the banking contact centers managed 50.2 million incoming calls, to which there are added 9 million proactive calls made towards customers”. Also significant is the use of digital channels: “around 17.2 million chat contacts and about 1.6 million email interactions were recorded.” This is what emerges from the annual survey of the Observatory on Bank Contact Centers conducted by the ABI and ABI Lab, the Consortium for Research and Innovation for the bank promoted by the Italian Banking Association.
According to the research, the average duration of the calls is almost 5 minutes, with about 90% of the requests resolved at the first contact and an average waiting time of just over a minute. For chats, the waiting time is around 2 and a half minutes, with an average duration of 8 minutes and 72.2% of the problems solved during the interaction.
The quality of the report remains the main objective of banking contact centers. Among the priorities indicated by operators are customer satisfaction, reported by 92% of the banks involved in the survey, and loyalty, indicated by 88%. They support corporate reputation and promote the use of digital channels, both mentioned by 67% of respondents. Relevating also the activities related to the sale of products (39%) and the advice and support for the purchase in the digital field (35%).
People are the main strength of the service: the operators are 6.551, with a growth of 17% of the FTE (Full-Time Equivalent – Full-Time Work Unit) in the period 2021-2025, witnessing the value of the channel. At the same time, training is now strongly oriented to the development of digital, relational skills (soft skill) and Artificial Intelligence.
Support on digital channels confirms the main reason for contact with banking contact centers. A fact that shows how the growth of the online relationship between the bank and the customer proceeds in parallel with the human support guaranteed by the operators: the contact center in fact continues to represent an important point of reference for customers in the use of digital services.
-Photo IPA Agency-
(ITALPRESS).
