According to the findings from a recent survey conducted by FPA, Digital360 group of companies, presence, the use and performance on social network 107 the provincial capitals, is Verbania the Facebook Queen.
The company Mark Zuckerberg is the most used by the city of communication channel, ben 82 provincial capitals, just behind Twitter, used by 79 city, then YouTube 71 and finally with Instagram 27 city, increased compared to 21 of last year.
Not only public authorities, but also private companies like banks, continue to enhance customer service by phone, chat, email and social media.
For Italian banks in fact it confirms the central role of the contact center in the multichannel bank strategy. In the last year, Indeed, the number of operators in the contact center bank grew by 3% and it is even doubled since 2008 now.
Together, these operators are about 3.300, which 633 entered only last year, pari al 21,5% Overall headcount. There are centers of contact center 39 Italian provinces throughout the peninsula, from Trento to Syracuse.
These are the findings from 'Observatory Contact Center Banking conducted by ABI Lab Analysis and Management by ABI. But what is the profile of the operators that respond to the customer?
They have on average 40 years and a high level of education (about half a degree or is completing his university studies). The rose share is 56%. Operator training is the foundation on which good service.
In 53% Bank of contact center operators are specially trained to interact with customers on social media, while a quarter of the operators are able to offer services in foreign languages.
It is right on the competence and professionalism of the banking industry that leverages to respond more effectively to the growing needs of customers.
And you, you have already put a "Like" the company page of your bank?