Proposal powerpoint week 4

BANK OF AMERICA, N.A.CLIENT SATISFACTION IN PERSON AND ONLINE

PROPOSAL TO EDUCATE CLIENTS ON TYPICAL BANKING TRANSACTIONS

DELIVER TO PHILIP MARCUS

SENIOR VICE PRESIDENT OF ELECTRONIC CLAIMS

PAMELA NOONAN

SENIOR CLAIMS ANALYST

ELECTRONIC CLAIMS DEPARTMENT

CHECKING / SAVINGS ACCOUNTS

OVERVIEW

BANK FEES

CALL CENTER

CLIENT ACCOUNT EDUCATION

PLEASANT EXPERIENCE = PROFIT

CLIENTLESS FEES

LESS TIME CALLING

ASSOCIATELESS TIME DE-ESCALATING

ASSIST WITH NECESSARY ISSUES - FRAUD

SHAREHOLDERRETAINING CLIENTS

AUDIENCE ANALYSIS

ASSOCIATE DRIVENDEVELOPMENT DRIVEN (GARR, 2010)

ONE CALL RESOLUTION EMPOWERMENT (PRIMAS)

DRIVE FOR SUCCESS CLIENT AND ASSOCIATE

BALANCE

STAKEHOLDERS

Banking Center Associates

Clients

Call Center AssociatesCall Center Managers

ShareholdersTechnology Team

Marketing Team

REFERENCES

• GARR, STACIA SHERMAN (SEPTEMBER 2010). BERSIN & ASSOCIATES RESEARCH REPORT. DEVELOPMENT-DRIVEN PERFORMANCE MANAGEMENT. RETRIEVED FEBRUARY 9, 2014 HTTP://WWW.DRESSERASSOCIATES.COM/PDF/WHITEPAPERS/DEVELOPMENT-DRIVEN-PERFORMANCE-MANAGEMENT.PDF

• PRIMAS. FIRST CALL RESOLUTION. RETRIEVED FEBRUARY 9, 2014 HTTP://WWW.PRIMAS.NET/FIRST-CALL-RESOLUTION.HTML