Bank IT systems can fail but why add to customer distress with poor telephone service?

A distressed customer of a major British bank was heard this morning on the BBC Radio 4 ‘Today’ programme saying that his attempt yesterday to pay by debit card for goods in a shop was declined embarrassingly, and then his … Continue reading

Engaging IVR with Barclays Cycle Hire

The Barclays Cycle Hire scheme run by Transport for London, has been in operation since 2010. Now with an estimated 11,000 bicycles for hire in inner London City, the scheme has achieved almost 190,000 new members since December 2010. Barclays … Continue reading

RSPCA – Contact Centre Audio

The Royal Society for the Prevention of Cruelty to Animals receives reports of around 150,000 cases of animal cruelty each year. Most reports are made by phone, routed through their National Contact Centre in Doncaster. The RSPCA knew they had … Continue reading