The securities market has posted a record growth of approximately 35% YOY for the last 3 years in terms of returns for investors. The response from the retail investors has forced many financial institutions (FI) & leading brokers to notice the opportunity in this sector and launch a retail broking arm of their own. Initially most of them started with web as a channel to empower the retail investor to trade on his own but now most of them have launched voice based service - i.e. ‘Dial-n-Trade’ service using the contact center to attract the non net savvy base as well.
To be an alternative to the web, the contact center must also offer almost all the services that are normally available over the web and become a 24X7 channel for the customer. While this is done it must be ensured that most of the mundane activities are carried out by the system and only relevant transaction oriented calls are routed to the contact center agent. This will help the broking firms to reduce the per transaction cost.
Some broking companies have started the portfolio management service for high net-worth individuals (HNI). A team of relationship manager (RM) and securities advisors (SA) services the HNI clients and the clients interact only with this team for all their daily trade requirements. Since this team often travels, it’s important that they are equipped with communication solutions that can help them seamlessly execute trade even while traveling.
The document below elaborates the solutions created by Avaya to help securities companies increase efficiency and offer 24x7 services while reducing costs.
