“Completely Disgusted!”
I am completely disgusted with my bank! They say they offer easy on-line and telephone access, yet:
1) I have set up a telephone password several times, but each time I call I have to speak to an agent anyway because it isn’t clear from their telephone system which password to use; the recording says something like, “Please enter your pass code: this is usually your four digit PIN or ATM card number” – very confusing, and the correct answer turns out to be neither.
2) More than once I have requested my balance over the phone, decided based on the information they give me to make a purchase, and then gone online the next day only to find they had given me incorrect information about my balance and what checks had cleared; I called to complain and was told by a snarky manager that I should have been keeping a physical register and there was nothing they could do to help me since I didn’t have the name of the person who had given me the incorrect information
3) Whenever I deposit a check that is over $500, first it will ‘clear’ and the full balance will be made available, and then 2-3 days later, it is withdrawn from my account and put ‘on hold’…this has led to fees, etc. that I wouldn’t have encountered if they had just waited the normal 5 days to clear it. Obviously I figured out after a few times to just expect this and plan accordingly, but the learning curve was frustrating.
4) More than once I have emailed them through the website to ask a question and have never gotten a response!
The only reason I still bank with them is that they have ATM’s all over the country and it’s easier for me to make deposits when I’m on the road. If I could find a bank with better customer service and as many ATM’s I would!
“400% ROI”
“Their Call Center used to drive me crazy, and their on-line ‘chat’ was no better. Something happened and now they’re a lot easier to deal with.”
Back Story: This international bank wanted to build rich customer relationships without expensive bricks-and-mortar branches. To do this, the company needed to help their phone and on-line representatives treat customers in a consistent, knowledgeable, “on brand” manner. Their efforts paid off:
The company has had call center offer-response rates as high as 42 percent, and its average offer-to-acceptance rate rose to 9.2 percent, far higher than the channel average of 7.4 percent. As a result of these and other benefits, the bank began to recover the cost of its investment in three months, and saw a 400 percent ROI in the first year of use.
“3300 Referrals/Month from Happy Customers”
“I’ve recommended them to all my friends.”
Back Story: A bank realized it needed to make it easier for customers to bank from home. Rather than simply relying on technology, the bank studied and revamped hiring and training practices to achieve a top-quality workforce. The result is that their customers are ten times more loyal than those of their closest competitor. They are growing at an average of 10,000 new customers per month, one third of whom come from referrals.
