SWANSEA – The recent launch of the BayCoast Bank Contact Center is successfully fulfilling its goal – to respond to an increased demand for phone support and create an exceptional customer experience with every phone call answered, said bank President and CEO Nicolas Christ.
The Contact Center incorporates BayCoast Bank’s customer-centric culture with recent technological advances. Customers calling into the center now have 12 staff members representing various departments at their disposal to answer questions in addition to several “subject matters experts.” This transition is seamless for customers who continue to dial the same number as in the past.
The goal of the Contact Center is to provide customers with appropriate solutions with just one phone call, an objective that has been amplified due to social distancing.
The Contact Center is managed by Linda Rodriguez, a former longtime branch manager with BayCoast Bank.
“Today’s customer wants immediate solution satisfaction and that is exactly what our Contact Center provides,” said Christ. “Our goal has always been to have incoming calls handled by a person – not a robot – and to handle questions and issues in an expedient manner; by creating the center we are able to keep those promises to our community.”