On Hold No More
Issued on January 01, 2010 at 11:15 AM
The special issues facing staff in customer service departments are being highlighted in an ongoing campaign from IBOA - The Finance Union. The Customer Service Initiative, or CSi, has revealed a widespread demand from Union members for a major review of work practices in the customer service departments of major financial institutions.
The Union's CSi survey reveals that customer service staff are under growing pressure to meet numeric targets rather than address the actual queries and concerns of customers. Most worryingly the survey clearly identifies the priority Banks give to sales rather than service in this area of the business.
- 89% of respondents say a review of customer service provision would benefit staff and customers.
- 75% say they have felt pressure to meet targets.
- 73% say they feel there are workplace obstacles to providing quality customer care including sales pressure, call time and volume targets, staff monitoring, and the resulting workplace stress.
- 71% say their employer prioritises sales over service.
- 39% describe the working environment as unsatisfactory or extremely unsatisfactory.
- 88% believe pay to be inadequate.
IBOA will shortly release to members the results of this survey for their specific locations. The Union intends to produce a Customer Service Charter and will seek meetings with each employer to address the various issues and concerns raised by members. To download a pdf version of the survey, please click here.
The culture in customer service departments is not only an issue for staff. Customers also have an interest in ensuring that staff are not working under so much pressure – either to meet time demands or sales targets and can, therefore, provide proper advice and support.
IBOA is working with financial services sector unions in other countries – through the global union federation, UNI Finance, to achieve a co-ordinated response on this issue. UNI Finance has produced a number of documents of relevance to staff in customer service departments, including:
Guidelines for Customer Contact Centres
Key Elements of Reforming the Financial System
Electronic Monitoring and Surveillance
Bank workers have the Right to Give Good Advice to Customers
