El acercamiento de productos bancarios a través de canales no tradicionales - call centers.
Journal
Hospitalidad ESDAI
Publisher
Hospitalidad ESDAI
Date Issued
2008
Author(s)
Puente, Cuauhtémoc
Type
text::Non-primary product
Abstract
Call centers are a means to strengthen the relationship with present and new clients through the services they offer, such as the sale of new products. The purpose of this is that clients perceive the product's value and adopt it, relying on the new information and communication technologies (TICs). According to CONDUSEF, until 2005, among urban population, only 15 to 25% have access to banking services; for the rural population the percentage is reduced to a 6%. This is why the banking process provides an opportunity for improvement and greater integral development of families. However, until now, the effort made by banks has not been sufficient in spite of the geographic coverage of bank institutions. At present, there are many areas of opportunity, there are 1797 municipalities which do not have a bank or where there is only one which covers many regions. These areas are in need of more decisive and aggressive business opportunities that can take care of their needs. This is where a call center can contribute in an active and immediate way to the financial needs of a given population, becoming a center of added value for corporations since the telephone is a low cost and accessible means of communication, and thus an alternative channel which strengthens client service and may facilitate the positioning of a certain product. This document attempts to show the panorama of advantages of offering bank services through a call center versus the traditional channels of service and sale.
License
Acceso Abierto
How to cite
Puente, C. . (2008). El acercamiento de productos bancarios a través de canales no tradicionales - call centers. HE, (14), 55–70. Recuperado a partir de https://scripta.up.edu.mx/handle/20.500.12552/6893
Table of contents
Antecedentes -- Propuesta