The future of banking contact centers: improving containment and self-service

When customers reach your contact center, they’re not just looking for answers—they’re testing your brand’s ability to listen, respond, and resolve.

In an age where banks invest heavily in automation, IVR systems, and chatbots, the challenge isn’t adding more technology—it’s making sure it actually works for customers. This report explores how leading banks are redesigning their self-service and support experiences with real customer insight—reducing call volumes, improving containment, and boosting satisfaction.

You’ll learn how to:

• Identify the root causes of self-service abandonment and low containment rates
• Redesign IVR menus and chatbot flows using real customer feedback
• Build seamless, omnichannel support journeys that reduce friction
• Benchmark and continuously improve CX performance with data and human insight
• Turn contact centers into strategic differentiators that drive loyalty and retention

See how major banks used UserTesting to uncover why 70% of customers bypass IVR systems—and how brands like Tesco Bank and a top US retail bank used these insights to cut call volumes, improve usability, and increase self-service adoption by 7% or more.

Your customers don’t want to call. They want to be understood.

Get the guide and learn how to transform your contact center into a seamless, customer-first experience.