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News : ANZ's Increased Call Wait Times Will Improve Customer Satisfaction
Feb 5, 2014 -- ANZ Bank says it is improving customer service via new targets that will mean some customers wait slightly longer before speaking on the phone with a staff member.
An internal email on Friday outlined the plan to reduce the proportion of calls answered within a minute, one of several changes affecting call centre staff.
''Over the coming three months, we will also move from the current target of 90 per cent of calls answered in 60 seconds, to a target band of 78-84 per cent of calls answered within 60 seconds,'' general manager of ANZ Direct Sue Jeffery wrote in the email to staff.
''This reflects the change in customer expectations when contacting ANZ over the phone.''
The changes are likely to have only a small impact on the average time a customer waits on the phone - which is expected to rise from 24 seconds to between 30 and 32 seconds during peak times.
But ANZ said that ''speed to answer'' a call is no longer the most important driver of satisfaction.
Instead, the bank believes its new processes will result in queries being resolved more effectively because they will be dealt with by a knowledgeable staff member.
''We know that for our customers, having their call answered by a knowledgeable staff member who can resolve their query with a hand-off is one of the most important factors,'' the email said.
It comes as technology prompts banks examine their call centres for ways to enhance customer satisfaction ratings, and to reduce costs.
For instance, ANZ is also piloting the use of voice recognition technology in call centres as a way of more efficiently confirming customers' identities.
Posted by Veronica Silva Cusi, news correspondent
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About ANZ Bank :
ANZ has a strong foundation in Australia, New Zealand and Asia Pacific and our strategy is to connect customers across our regions, with each other and with markets. We provide a range of banking and financial products and services to around 9 million customers. We employ around 49,000 people worldwide.
Published: Wednesday, February 5, 2014