Banking Call Centre Career Guide and Counseling

Question: Internet Banking Call Centre- Lloyd's TSB? Hi, I have got through to the third stage for a Call Centre Job at Lloyd's TSB and I am wondering if anyone can help me, you see the prob is I have really bad credit and I have heard that you cannot work in a Bank Call Centre if this is the case so does anyone out there know if this is true or not? and where I maybe able to find some info on it Thanks for your help!!

Answer: absolute b*ll*cks - Lloyds will take anybody, as will most call centres. As their turnover is so high (who would want to stay???) you don't have anything to worry about. At the end of the day you aren't dealing with money, and you won't be opening accounts etc. Don't worry. Good luck in Bangalore - I have heard that it is hot and sticky, so don't forget the mosquito repellent.

Question: is it legal for a bank call centre to fire an employee based on an arrest for assault not yet gone to trial? I was fired because I was arrested for assault. I am innocent and will sort it all out once it goes to court.. but I'm innocent until proven guilty right? So was it legal that I was fired?

Answer: Depends on the laws of your unknown country and/or State. In most US States, purely as an example, employment is "at will" which means you can be fired for any reason not prohibited by law. Richard

Question: Can anyone help me with an interview at Barclays,its telephone banking,so similar to call centre work ? I have registered online etc, but I dont know how else to prepare Im going to the indction Saturday and dont know what to expect, Ive worked in a call centre before hand so have experience. Im also currently work at Next permantley but have been offered a this position (the pay is 4 x times more as Next a month but I dont know whether its worth the risk, as I really would like the job but I have a holiday on the 20th of March for 5 days and wouldnt know whether Id get the job and when to telll them (the training day would be next Saturday)????

Answer: I first started working for Halifax 4 years ago as a telephone banker. I now work in branch as a Banking Advisor. Lots of prospects. More so than next! As far as I can rememer I had to do roll plays. formal interview, and was asked 3 questions..ie. Name a situation or a time you were under pressure!! questons like that then 2 small tests. Spelling and Maths, it was simple tho. It also helps to look smart and have some understanding of customer service which you should as you work in a shop. I would go for it I started on 14k 4 years agon and now I'm on 22k with benefits ie pension. and bonus. Also they are putting me through my CeMap that's so I can sell Mortgages and in a years time I will be leaving for a job on 40k or more a year. good prospects. GO FOR IT!

Question: Help, I work in a financial call centre, and we need a name for a new magazine? We are a large banking organisation but, our call centre is an exclusive part of the organisation, so the mag is just for us, it will consist of news about the organisation which affects us, puzzles and interviews with people in the centre, and pages where people can air their views anonymously if needed, the title needs to be short and punchy and humorous if possible

Answer: the shredder

Question: what are the 4 most important issues facing the operation managers in a call centre of a bank??

Answer: 1) time management 2) analyse the random junk data base. 3) voice modulation of employees 4) better coordination, reduciong attrition rate

Question: Why do bank call centres always try to sell you things? Even though I'd phoned up lloyds call centre enquiring why i'd paid for my new car twice! and what they were going to do to sort it out, did they insist in asking me "would you be interested in car finance with us!!!!!" do these people actually listen to customers questions or do they just sit till the end of the conversation and say sorry we cant do anything about it!!!!! (sorry this was more of a rant than a question, but what are peoples feelings on the subject?)

Answer: The staff at these centres are working on a commission basis so apart from anything else they will try to sell you services. They have to do it to earn money. The company need it to pay for the call centres. Rather that or shut down call centres. If a mistake was made where would you go.?.

Question: Ideas to improve call centre service,improve efficiency, cut costs? I work in a bank's call centre, and one of our targets, is to come up with an idea, once a month, to either save costs, improve efficiency, or improve service, ie One idea I came up with was that a csa (customer service adviser) must always get a role No if they speak to another dept asking them to action something like to stop a credit card that is reported as lost, I would ask that person for their role No so if the request was not carried out it was easy to trace where it had gone wrong. I'm not just looking for ideas to blame others, the most important ideas are those that will improve our service to our customers

Answer: Hi, The area of call centre efficiency is a complicated one, and often the wrong things get measured. So a call centre is measured by how quickly the phone gets answered rather than how satisfied the customer is with the service, and most importantly whether their query got answered in the first call or whether they had to call back. If you can reduce the number of call backs your customers are happy and your call traffic drops which means you can be more effective with those customers. Your idea of joining up departments is a great one - we've just done some research on what customers hate about call centres - http://www.intelligentdialogue.com/call-centre-research.html where you can download the results from the reserach. It shows just how important departments working together is to customers. Good luck with your suggestion. The key to improving service is to see it from the customers point of view.

Question: After a bank with uk call centre? Can someone reccomend a decent bank with a call centre in the uk? my current bank outsources my call to india. they call me up regarding my account and ask the same questions over and over. I spent 30 mins on the phone to them over the weekend but they called today and said they have no record of the call. I've totally lost patience with them. If the HSBC call centre is based in the UK? Why is it when they call me I get an indian person on the phone? I also expect them to take notes so I don't have to explain to them everytime I call. Especially since I actually pay for my account (plus)

Answer: First Direct (HSBC) which has a Scotland based call centre.

Question: I heard that call centre jobs are not very respectable job.I am doing MBA.I like sitting job? Is BANKING is Good or CALL CENTRE is good plz reply.I heard that in a call centre U will be kicked after 30-35.Is it true?Plz reply and help me in choosing my life.I am in India if I want to go abroad which type of job is better for me?Plz reply and help me.Thank you for reading the question.

Answer: If you re going for MBA it would be benificial for you to experience all aspects of business. The more you learn first hand the better. It will make you a better manager/executive.

Question: Does speaking to Indian call centres really frustrate you? I have had a fraud problem with my debit card recently and have had to deal with my UK banks dreadful Indian call centre. What a performance, they do not understand you properly and I sure as hell could not understand them either, in fact it probably annoys them as much as it does me! Does it irritate you having to ask what? pardon? every 3 seconds? I appreciate it is a lot cheaper for the banks etc but should UK banks/business's be forced to provide better, coherent customer service?

Answer: I agree totally as unpolitically correct as it may be it must be just as frustrating for them as well also in this time of huge job losses surely we should putting money back into our own economy and supplying jobs to those in our country, reducing the am mount of benefits we poor tax payers have to pay.