Thousands of calls to banks by individuals

Banks’ call centers received more than 90,000 calls a day last week, according to convergent estimates from the banks, and industry employees waged a real fight for the best possible service for bank customers. that comply with the banks’ recommendations for remote service.

At the same time, the number of employees in call centers has decreased significantly and it is around 2000 due to the strict observance of the protection instructions issued by the National Health Organization, but also due to special purpose permits, which resulting in a significantly higher expectation than One day under normal circumstances.

According to bank sources, six of the ten call center employees are working from home with great technical effort due to the “heavy” infrastructure required.

In this context, banks are already strengthening the potential of call centers with direct employee recruitment and training, also a difficult task since it is done remotely.

In any case, bank executives in the field of alternative digital networks emphasize that almost all the transactions and services that customers turn to for call centers can be served without waiting through the Internet and specifically through electronic banking. It is indicative that a large number of customers are unaware that electronic banking can register over the Internet or “unlock” their passwords in the same way and go to the bank’s call centers.

For those clients who do not have this characteristic, or because of age, feel safe with personal contact with a bank representative, the use of telephone banking is recommended, which is worth noting that it has multiplied by five, what “loads” the system. It is especially recommended to avoid the peak hours that are between 10:00 in the morning and 2:00 in the afternoon, and the afternoon between 5:00 and 9:00, where the waiting times are long with everything which implies clients but also the fight that the employees give for the best possible customer service.