GloBank

Name

Institution

Globank

The banking industry is increasingly becoming competitive, as the demand for banking services also increase. It is because of this increasing prominence of and demand for banking services that has led me to settle on an imaginary bank called GloBank. GloBank is representatibve of a modern day bank offering numerous services ranging from deposits, withdrawals, bill payments, ATM withdrawals, and bank transfers. Because of these numerous services and a growing customer base, GloBank requires a strong customer service, key to which is technology such as the Automated Attendant (AA), the Automatic Call Distribution System (ACD) and Computer Telephony Integration. Computer Telephony Integration would allow for the telephone network within the bank to be easily secured, linked and offer cheaper connection rates. The automated attendant would allow for higher effectiveness of the customer service by ensuring that the caller is linked directly to the service they require simply at the touch of a button. By offering calling customers a direct line to the services they require, the company would ensure less time is spent by patients waiting to access services. Considering the huge number of services offered to customers and huge number of customers, operating through an operator would be highly impractical and inconveniencing, by ensuring the automated attendant spells out the options available to clients upfront, clients requiring customer care in areas that have less traffic are bound to be served faster. After a call has gone through the automated attendant, the call would be routed through an Automatic Call Distribution System, which would ensure that available agents are fully utilized, while at the same time reducing the waiting time of customers waiting to be served. Incorporation of these technologies will enhance the ability of the bank to offer customer service over 24 hours.