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News : Staff on Strike at Deutsche Bank Call Centre in for the Long Haul - Union

#contactcenterworld, @deutschebank

Frankfurt, Germany, Feb 2, 2021 -- Employees on strike at Deutsche Bank's DBKGn.DE call centre unit DB Direkt over pay are in it for the long haul, a union official said, signalling more disruption for consumers.

About 650 staff in Berlin and Essen have been on an open-ended strike since Saturday as they seek a 6% pay increase, in a significant escalation of a months-long labour dispute.

The employees are among the lowest-paid at the German bank, with starting wages of around 12 euros ($14.45) an hour, according to union officials.

"The employees are up for a fight," Roman Eberle, an official with labour union Verdi said.


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He said customers trying to get through to the bank were facing up to 45 minutes or longer of waiting time.

"We are inflicting pain on the bank and are curious to see how sensitive the bank is to pain," he said.

A spokeswoman for Deutsche Bank declined to comment.

The bank has so far countered DB Direkt workers' wage demands with offers of pay increases of 1.5% in two rounds.

Banks, including Deutsche Bank, have had to rely more on call centres during the coronavirus crisis and also after branch closures to trim costs.

The strike comes as Deutsche Bank is expected to award its higher-earning staff a 20% increase in bonuses for 2020, compared to 2019, a person with knowledge of the matter said last week, in line with an earlier Handelsblatt report.

#contactcenterworld, @deutschebank

Veronica Silva Cusi, news correspondent
Source: https://www.nasdaq.com


About Deutsche Bank:
Company LogoDeutsche Bank AG (literally "German Bank"; pronounced [ˈdɔʏtʃə ˈbaŋk]) is a German global banking and financial services company with its headquarters in the Deutsche Bank Twin Towers in Frankfurt. It has more than 100,000 employees in over 70 countries, and has a large presence in Europe, the Americas, Asia-Pacific and the emerging markets. In 2009, Deutsche Bank was the largest foreign exchange dealer in the world with a market share of 21 percent.
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Today's Tip of the Day - Train In Sensitivity

Read today's tip or listen to it on podcast.

Published: Wednesday, February 3, 2021

Printer Friendly Version Printer friendly version

2021 Buyers Guide Business Continuity

 
1.) 
Eckoh

CallGuard Remote
A flexible way to take secure, PCI DSS compliant payments from home or remote locations. It’s quick to deploy needs no changes to processes or systems.

CallGuard Remote prevents agents from seeing, hearing or recording card details so, the agent, their screen, and any call recordings are removed from the scope of PCI DSS.

This simple approach means the customer effectively types their own payment information into the agent’s payment screen, but with the card details being shielded from the agent’s view. It’s simple, and highly effective.

2.) 
OpsTel Services

SPEED & PLUS
The SPEED solution solves for service level issues while cost optimizing the environment with automation.

Provides an enhanced way to speed up & optimize invoking temporary agent skills configuration changes into the contact center environment.

Speed allows you to schedule both future changes & temporary changes that auto-revert back to the original state when scheduled time expires.

Speed features:

*Automated / Scheduled Temporary Agent Skills Configuration Management
*Immediate Temporary or Reoccurring Schedule Skills Configuration Changes
*Easy to Use/Operations Administration Focused
*Descriptive Monitoring Activity Dashboard
*Detailed “End to End’ Audit Trail and Perfor...
(read more)

3.) 
Vads

VADS Business Continuity Plan
VADS provides a business continuity plan by providing full outsource services and manage services. we've provided this to several clients. You can contact us for a detailed study case.

4.) 
Teckinfo Solutions Pvt. Ltd.

InterDialog UCCS
Adapting to the new normal contact center industry has to be ready for work from anywhere agents to maintain business continuity. Even when working from remote locations, the work from home agents or remote agents need to be monitored for smooth customer service operations or effective tele sales.

InterDialog UCCS with its work from home agent ready call center software helps you to have complete control over your contact center operations. Agents can log in from any where , home, office or any other place where they are through their mobile phone or desktop , or even through our ID mobile app . With centralized recording & reporting , you gain visibility of all contact center metrics , and you can manage your center the same way as you were doing when working from office.
 

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