Cookie Preference Centre

Your Privacy
Strictly Necessary Cookies
Performance Cookies
Functional Cookies
Targeting Cookies

Your Privacy

When you visit any web site, it may store or retrieve information on your browser, mostly in the form of cookies. This information might be about you, your preferences, your device or used to make the site work as you expect it to. The information does not usually identify you directly, but it can give you a more personalized web experience. You can choose not to allow some types of cookies. Click on the different category headings to find out more and change our default settings. However, you should know that blocking some types of cookies may impact your experience on the site and the services we are able to offer.

Strictly Necessary Cookies

These cookies are necessary for the website to function and cannot be switched off in our systems. They are usually only set in response to actions made by you which amount to a request for services, such as setting your privacy preferences, logging in or filling in forms. You can set your browser to block or alert you about these cookies, but some parts of the site may not work then.

Cookies used

ContactCenterWorld.com

Performance Cookies

These cookies allow us to count visits and traffic sources, so we can measure and improve the performance of our site. They help us know which pages are the most and least popular and see how visitors move around the site. All information these cookies collect is aggregated and therefore anonymous. If you do not allow these cookies, we will not know when you have visited our site.

Cookies used

Google Analytics

Functional Cookies

These cookies allow the provision of enhance functionality and personalization, such as videos and live chats. They may be set by us or by third party providers whose services we have added to our pages. If you do not allow these cookies, then some or all of these functionalities may not function properly.

Cookies used

Twitter

Facebook

LinkedIn

Targeting Cookies

These cookies are set through our site by our advertising partners. They may be used by those companies to build a profile of your interests and show you relevant ads on other sites. They work by uniquely identifying your browser and device. If you do not allow these cookies, you will not experience our targeted advertising across different websites.

Cookies used

LinkedIn

This site uses cookies and other tracking technologies to assist with navigation and your ability to provide feedback, analyse your use of our products and services, assist with our promotional and marketing efforts, and provide content from third parties

OK
BECOME
A MEMBER
TODAY TO:
CLICK HERE
[HIDE]

Here are some suggested Connections for you! - Log in to start networking.

BMO (Bank of Montreal) - Raj Wadhwani - ContactCenterWorld.com Blog

BMO (Bank of Montreal)

I usually have good things to say/write about this bank but today I got frustrated with them and here is why:

I received a message on VM at home to say they need to speak to me - was fraud dept and they wanted to check some transactions. I called them back and was greeted by usual IVR and asked to input my card details which I did. Then after a short while my call was picked up by an agent who explained that my card has been compromised and cancelled. She then went on to say I need to answer some security questions and that’s fine to a point - talk about excessive - not just who I am but every telephone number (3), address, she wanted my date of birth and I asked why do you need all this? she replied its policy and I can’t help you without them.

I then asked what would you ask for if you called me and she said just very little as we would be calling you. Now what would be smarter is if they asked me for something like a pin or other ID like date of birth on the IVR - would have saved a lot of hassle and BMO a lot of time (=cost) and they would appear to be much more organized. I felt the agent could have handled me better - I am usually very considerate to people I speak to on the phone, but when someone starts spouting on about policy without sounding empathetic I get annoyed - its like she could not be bothered that much. I am sure its not the case but I do think better systems and some training in customer care would have been useful to make me happy.


Sponsor message - content continues below this message

2022 '17th annual' Global Contact Center World Awards NOW OPEN

Enter your Center, Strategy, Technology Innovation, Teams and Individuals into the ONLY TRULY GLOBAL awards program - regarded by many as being like the Olympics for the Contact Center World! Join the best from over 80 nations and compete for the most prestigious awards out there!

FIND OUT MORE HERE


Content continues ….

I even had to ask when I would get a new card and was told 7-10 business days! I said that’s absurd and she agreed to courier it by Tuesday (4 business days). If my card ic compromised the least they could do is send me a new one immediately especially as they could see i use it all the time!

So, BMO - not great and some room for improvement. Consider training, policies and procedures to make me a happy customer and save yourself thousands, maybe millions by using a smarter process for when customers call you and have them rave about you not, as I just did, write about you for the wrong reason! …and regular readers you will have read about my interactions with BMO in the past – customer service team are great

Publish Date: August 23, 2012 6:35 PM

About us - in 60 seconds!

Newsletter Registration

Please check to agree to be placed on the eNewsletter mailing list.

Latest Americas Newsletter
both ids empty
session userid =
session UserTempID =
session adminlevel =
session blnTempHelpChatShow =
CMS =
session cookie set = True
session page-view-total = 1
session page-view-total = 1
applicaiton blnAwardsClosed =
session blnCompletedAwardInterestPopup =
session blnCheckNewsletterInterestPopup =
session blnCompletedNewsletterInterestPopup =