Improving Bank Contact Center Performance

The Bank Customer Service Roundtable brings together executives responsible for delivering consistent, high-quality service experiences through phone and digital channels. Members focus on improving contact center operations, enhancing multi-channel strategies, and navigating key challenges in staffing, onboarding, and technology.

In addition to comparing KPIs like CSAT, FCR, and transfer rate, members gain access to peer-tested approaches for complaint management, call routing, self-service innovation, and talent development. With a dedicated focus on actionable benchmarking and performance improvement, the Roundtable is a trusted forum to share what’s working—and avoid what isn’t.

Membership includes participation in executive meetings, quarterly benchmarking, and unlimited custom surveys. Benchmark data is published in Auriemma’s VIZOR platform and surveys enable rapid peer input on time-sensitive issues affecting contact centers.

Who Should Join

Senior leaders responsible for contact center operations within consumer banks, typically including SVPs, Executive Directors, and VPs overseeing servicing strategy, branch service, or customer experience. Ideal members lead teams focused on inbound call centers, chat servicing, and multi-channel customer support.

Why It Matters

Call centers remain the front line for customer relationships—and a major cost center. By understanding how peer banks structure their teams, adopt new technology, and manage KPIs like handle time and shrinkage, members make smarter decisions about where to invest, what to measure, and how to deliver differentiated customer care.

Hot Topics

• Staff Management: Includes organizational structures, work at home and hybrid staffing models, onboarding processes, coaching strategies, and talent development initiatives
• Complaint Management: Policies and procedures of peer organizations to manage complaint volume and mitigate risk through effective reporting and remediation efforts
• Servicing Technology: Implementing and enhancing communication channels to improve customer experience; new customer identification tools to track the customer journey and improve routing efficiency
• Regulatory Requirements: Recent exam experience; aligning to industry standards regarding regulatory hot topics