+48 22 584 85 00 office@arc.com.pl

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)