Bankloch

In the financial sector, a significant number of employees work in the Customer Support (Customer Care) department. However, blogs about the financial (Fintech) sector often overlook this department, focusing instead on sales and IT. Instead Customer Support departments are often considered as necessary costs (a cost center) that should be minimized as much as possible. This results in   continuous neglect and relentless cost-cutting measures   in those departments. E.g. Outsourcing   to near- and off-shore countries Structural understaffing , leading to awfully long waiting times for customers. Low salaries , resulting in hiring profiles with little experience and expertise. Bad and difficult working circumstances , like Setting targets on   Average Call Time , creating pressure to quickly close calls. Leaderboards   based on the number of calls processed, fostering competition among team members. Monitoring and limiting break times Encouraging   multitask...