BMO (Bank of Montreal) - Raj Wadhwani - ContactCenterWorld.com Blog
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.
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 11:35 PM