Banks, NBFCs and insurers handle some of the most sensitive calls any business takes: loan queries, card blocks, claim status, policy renewals and complaints. Customers want a person who already knows their account. The business needs every call answered, recorded, findable and kept safe. This guide explains what call centre software for banks and other financial services should do, and how Voxdial Contact Center handles each need.
What makes a BFSI contact centre different
Four needs shape every BFSI set-up:
- Identity and context: the agent should see the customer record before saying hello.
- Records: calls must be recorded, searchable and played back only by people allowed to hear them.
- Control of data: many institutions want call data and recordings on their own servers.
- No lost callers: a customer who hangs up in the queue must be called back.
Inbound service: the right queue, the right agent
Calls come in on your service or toll-free number and pass through an IVR, for example loans, cards, insurance and complaints. Each option goes to its own inbound group on Voxdial Contact Center. For each group you set:
- Whether callers wait in a queue, and the music or announcement they hear.
- The maximum wait and queue length, and where callers go when they reach the limit.
- A service level target in seconds, shown live on the wallboard.
- Recording on or off, and the CRM page that opens for agents.
Agent priority from 1 to 9 decides which agents are offered calls first, and VIP levels from 1 to 9 on contacts let priority customers reach an agent ahead of the queue. Customers can also call your business on WhatsApp, and those calls reach the same queues.
The customer record on screen as the call arrives
Agents work in the Voxdial agent console, a desktop app for Windows, Mac and Linux with a built-in softphone. Your web-based CRM or loan management system opens inside the console. When a call is answered, the customer’s page opens with the number filled in, and agents can dial any number in the CRM with one click. Lead forms, custom fields and dispositions capture the outcome of every call. For more, read click to call CRM integration.
Call recording with access control
Recording can be switched on for chosen routes, ring groups and queues. Supervisors find a call by number, date, call type or outcome and play it from the report. In Voxdial, the play and download options appear only for users whose account has recording access, and reports need call report permission, so recordings are not open to every user. The full set-up is covered in call recording for business.
On-premise: call data on your own servers
Voxdial can run on-premise, in your own data centre or server room. Call records and recordings stay on servers you control, and backups go to the storage you choose, such as local disk, S3 or SFTP. An activity log keeps a record of admin changes. BitVoice Solutions is ISO 27001 certified as a company, and the Voxdial IP PBX platform is TEC certified under the MTCTE scheme.
Your own compliance team should still decide which calls to record, how long to keep recordings and who may access them, and make sure customer calls follow the telecom and regulatory rules that apply to your institution.
No caller left behind
If a customer hangs up in the queue, is turned away because the queue is full, or rings an agent who does not answer, the call is recorded as missed. Each caller appears once with a count of how many times they tried. Auto callback dials the oldest missed caller whenever an agent is free, within the hours you set, and a worklist shows every number still waiting for a call back. Read missed call management.
Supervisors: coach, monitor and measure
The live wallboard shows calls waiting, agents free, service level, answer and abandon rates, average speed of answer and handle time, with gauges against your own targets. Supervisors can listen to a live call, whisper to the agent without the customer hearing, or barge in to help with a difficult complaint. Reports cover every inbound and outbound call with recordings, agent performance, and abandoned calls by agent, queue and IVR. See call monitoring: listen, whisper and barge.
WhatsApp and AI, with people first
Many customers prefer to message. On the BitVoice WhatsApp Business API platform, a chatbot answers common questions, intent detection spots a request such as “talk to an agent” and transfers the chat to a person, and your CRM can send approved template messages through the HTTP API.
On calls, agents always answer first. When no agent is free, a BitVoice AI voice agent can answer routine questions, such as branch timings or documents needed, in 22 Indian languages and pass the caller to the next free agent with a summary. For renewal and EMI reminders to your own customers, read EMI reminder calls with AI voice agents.
Checklist for choosing BFSI call centre software
| Need | What to look for |
|---|---|
| Customer context | CRM inside the agent console, screen pop, click to call |
| Records | Recording per queue, searchable reports, access by permission |
| Data control | On-premise option, your own backups, activity log |
| Service level | Queues, priorities, wallboard, auto callback |
| Quality | Listen, whisper, barge, agent reports |
| Channels | WhatsApp chats and calls in the same console |
See how BitVoice works with banks, NBFCs and insurers. To see it with your own queues and CRM, talk to BitVoice for a demo.
FAQs
What is the best call centre software for banks?
Software that opens the customer record on every call, records calls with access control, can run on-premise, calls back missed customers, and gives supervisors live monitoring and reports. Voxdial Contact Center covers all of these.
Can an NBFC keep call recordings on its own servers?
Yes. Voxdial can run on-premise, so call records and recordings stay on servers the NBFC controls, with backups to storage it chooses.
Who can listen to recorded calls?
Only users whose accounts have recording access can play or download recordings in Voxdial, and reports need call report permission.
Does AI replace agents in a BFSI contact centre?
No. Agents answer first. A BitVoice AI voice agent steps in only when no agent is free and passes the caller back with a summary.
