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So the bank I work at, in the call center, handles customers on the east coast of the US. I handle business customers, and when somebody calls in, after I've got them verified, they're usually pretty easy and straight forward.
Once in a while, though, I'll get a doozy, and it's not the customer's fault at all. When I first got hired, our trainer told us that there are no remarks or notes that agents are required to add to the accounts every time they touch the account. This is great for keeping AHT down, but stinks big time when there's a problem somewhere.
I had one today: a customer called in, and had fees on their account. There were no notes to indicate what the fees were, why there were there, or who put them there. The fee itself was not clickable, and the intranet that we have is not intuitive at all. You have to know the exact pathway to all the pieces of information you could possibly need - searching does diddly squat.
I wound up having to transfer the customer to another department after I'd had to call our on call support system to find out who I needed to contact in the first place. Their queue is insanely long, and so 15 minutes later, I was finally able to get to the right department.
It would make so much more sense to me to have notes indicating what is going on with the accounts, or to have some idea of what to tell the customer, or who to contact!!
Once in a while, though, I'll get a doozy, and it's not the customer's fault at all. When I first got hired, our trainer told us that there are no remarks or notes that agents are required to add to the accounts every time they touch the account. This is great for keeping AHT down, but stinks big time when there's a problem somewhere.
I had one today: a customer called in, and had fees on their account. There were no notes to indicate what the fees were, why there were there, or who put them there. The fee itself was not clickable, and the intranet that we have is not intuitive at all. You have to know the exact pathway to all the pieces of information you could possibly need - searching does diddly squat.
I wound up having to transfer the customer to another department after I'd had to call our on call support system to find out who I needed to contact in the first place. Their queue is insanely long, and so 15 minutes later, I was finally able to get to the right department.
It would make so much more sense to me to have notes indicating what is going on with the accounts, or to have some idea of what to tell the customer, or who to contact!!
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