Lessons for the front line.Call centres play a vital role in maximising the profitability of financial institutions. In today's competitive financial marketplace, most call centres have made the transition from cost-centres into revenue-generation centres. This places an imperative emphasis on boosting sales through inbound and outbound agents.
The main objectives of a conventional financial institution call centre have traditionally been based on a set of key performance indicators Key Performance Indicators (KPI) are financial and non-financial metrics used to quantify objectives to reflect strategic performance of an organization. KPIs are used in Business Intelligence to assess the present state of the business and to prescribe a course of action. such as service level, abandoned rates, productivity, quality monitoring, customer satisfaction, revenue and overall return on investment. A conventional bank's call centre provides products and services to customers through service calls handled by inbound agents. These calls would be followed up by an outbound team for the execution of sales.
Call centres offering Islamic products and services are using the same sales techniques such as cross-selling and up-selling to generate leads. But these call centres are obliged to comply with Islamic teachings and to avoid dealing or transacting in prohibited activities subject to riba or gharar. Whether the call centre belongs to a fully fledged Adj. 1. fully fledged - (of a bird) having reached full development with fully grown adult plumage; ready to fly
fledged, mature - (of birds) having developed feathers or plumage; often used in combination
2. Islamic bank or one with an Islamic banking Islamic banking refers to a system of banking or banking activity that is consistent with Islamic law (Sharia) principles and guided by Islamic economics. window, the framework of operational activities should be in line with the principles of Shariah.
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