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Answering Customer Service Calls on the Teller Line

March 2, 2011

W. Michael Scott – CEO of FMSI

Having tellers taking customer service calls while they are on the teller line, can lead to less than ideal service conditions for the customers on the phone and in the lobby. Taking these calls is a disruption for the teller, which comes across in their greeting. Calls can be rushed and customers are left dissatisfied.  Many institutions have successfully conquered this by setting up their phone systems to receive all their calls centrally in a Contact Center.  The staff is then focused and equipped to provide accurate information in a timely manner while putting a smile on the call.  In addition, Contact Centers often result in better cross-selling numbers, compared to distracted tellers taking phone calls on the teller line. How are you handling your customer service calls?

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