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THE BOTTOM LINE

Putting a lid on bank customer call volume

Friday, November 6, 2015 - 05:50

CUSTOMER service at retail banks often resembles an arcade game called Whac-A-Mole, in which a mallet is used to pound a plastic mole popping up from different holes. Banks launch initiatives to eliminate the 50-70 per cent of call volumes that are bad or avoidable - those generated by errors or

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