Time to Human, Banks, Day 1
We'll be calling up the banks this week to see who's the quickest at having a human pick up the phone.
For those playing at home, we apologize but this week the data is presented in seconds instead of minutes. For some reason, excel doesn't like playing with a base 60 system this week.
Washington Mutual, despite launching a campaign recently touting their friendliness and how much they're not old, white, bankers, performed poorly. And despite being overwhelmingly perceived as evil, Citbank was quick on the phone draw.
Last week we did airlines and before that, cell phone companies.
This is a test using rich text formatting and html links. It's the generic "company" ad that should appear on all posts with the Company category if they don't have an ad attached to a specific company.
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Comments:
Bank One and Chase have not merged their call centers yet?
It would also be nice to see Citizens Bank (Royal Bank of Scotland) in the mix, since they're one of the top 10 banks in the country, and 2nd largest in New England.
I must say that Bank of America has the friendliest phone support of any company I have ever dealt with. Operators are always cheerful, speak clearly and audibly, are eager to help with any and all problems and generally seem like really nice folks.
It's actually pretty bizarre. So much so, in fact, that I feel the need to tell them as I am wrapping up the call how much I have appreciated the tone and outcome of the experience. Whatever those guys are doing with their call centers, they need to be putting it into a For Dummies book.
Are cable companies and ISP's on the list for the future?
Bank One And Chase have actually merged their call centers-they still have different numbers for each division, and the recording at the opening of the call may say Bank One or Chase depending on which number is being called, but they are all operating out of the same centers now. This includes not only call centers being operated out of the U.S. and India but now also the Philippines.
GenXClub, maybe. The GetHuman database doesn't have cheat codes for ISPs and Cable Companies so it would depend on how hard it is to figure that out.
Who's the big green line towering above the rest?