RBS
- Limits calls to 'less than 3
minutes
It has been revealed that Government owned bank RBS are limiting the length of calls from customers to just two-and-a-half minutes before the agents are encouraged to transfer them.
The company policy, which was reveled from a 'whistle blowing' source, stated that should a call exceed a 150 second limit it is highlighted by a computer system and the operator is potentially given a warning by their Managers. Should the agent the limit too frequently they can even face disciplinary action.
James Daley, Money editor at Which?, said: “We’ve always known
that customer service levels at high street banks is shockingly
poor, but this sets a new low.
“RBS has already been pulled up for its poor complaints handling
this year and in spite of launching a new customer charter which
promises to put the customer at the heart of its business, it is
clear that short term profitability and director bonuses are
still the priority. “It is cheaper to treat your customers badly
but customers need to vote with their feet and move to a service
that they deserve. It is all about what is right for the bank
and not what is right for the customer, which is the wrong way
around.”
30th January 2011
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