Banks’ call centres and online contact channels
Banks’ call centres and online contact channels
Quality of customer service is one of the dimensions where banks compete with each other. We have been running this study for many years, which allows us to see the changes in customer service quality, observe how it adapts to the increasingly demanding client. This report will be useful for all banks which want to find out what their strengths and weaknesses are, how they compare to the competition and which areas they should improve.
Range of topics
- Evaluation of the call centre service
Availability
Wait time for the connection
Evaluation of the call topic selection system
Connection quality - Evaluation of the consultant
Politeness, involvement, professional approach
Product knowledge
Effectiveness of the consultant during the product talk -
Evaluation of the email-based contact
Wait time for response
Politeness, involvement, professional approach
Product knowledge
Effectiveness of the consultant during the product talk
Report availability
Report is published twice a year, in June and November.
Methodology and sample
The study is conducted by ARC Rynek i Opinia auditors, using Mystery Caller and Mystery Mailing techniques. The study covers 12 banks. Each phase of the study includes over 3 thousand audits, same number for each bank.
Contact to researcher
Grzegorz Sygnowski
grzegorz.sygnowski@arc.com.pl
Phone: 22 584 85 36
ARC Rynek i Opinia in numbers
Almost 30 years
experience
350 000 individuals
surveyed annually
65 000 registered
online panel participants (ePanel.pl)