I work at the call center for a bank, in Small Business. The systems that we use tend to be counter-intuitive and frustrating to use. For example, the system we use to locate procedures, instructions, etc., is so difficult to use. I am compiling a bunch of screenshots to report the problem, and found that searching this database is nigh unto impossible.
I searched the term "business mobile deposit limits", which in any other search engine, would pull up relevant results. Not this system! It pulls up information on personal mobile deposit, but not the limits, and how to download the app for personal.
This is only one example, but this system is so problematic, that I tend to just use Google instead of our own internal system, or have to save emails from colleagues with the information I need.
Apparently, in this system, you have to memorize exactly which section you need, and the pathway to get there. That gets difficult after 100 calls a day.
Another problem is the branches, with one specific issue that I have found over and over again with the employees. Sometimes, a customer will have multiple business, and will want to see them on one profile. That's simple, and there is a form that the branch representative has to fill out, but nine times out of ten, they have no idea what or where it is, and there's no way to search it, so I have to teach them the pathway and hope they remember the specific pathway to get to that specific form.
Once the form is filled out, they have to email it to me, then I have to email it to another department, and then call that other department to get it done, which is a lot better than the old way, which took about 3 days.
It just would seem so much more logical to make our jobs easier, to make a user friendly, searchable database, that saves our AHT and doesn't extend it needlessly.
I searched the term "business mobile deposit limits", which in any other search engine, would pull up relevant results. Not this system! It pulls up information on personal mobile deposit, but not the limits, and how to download the app for personal.
This is only one example, but this system is so problematic, that I tend to just use Google instead of our own internal system, or have to save emails from colleagues with the information I need.
Apparently, in this system, you have to memorize exactly which section you need, and the pathway to get there. That gets difficult after 100 calls a day.
Another problem is the branches, with one specific issue that I have found over and over again with the employees. Sometimes, a customer will have multiple business, and will want to see them on one profile. That's simple, and there is a form that the branch representative has to fill out, but nine times out of ten, they have no idea what or where it is, and there's no way to search it, so I have to teach them the pathway and hope they remember the specific pathway to get to that specific form.
Once the form is filled out, they have to email it to me, then I have to email it to another department, and then call that other department to get it done, which is a lot better than the old way, which took about 3 days.
It just would seem so much more logical to make our jobs easier, to make a user friendly, searchable database, that saves our AHT and doesn't extend it needlessly.
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