Mase as part of a wider contact strategy project, a new telephony system and a newly recruited Member Contact Team has been introduced with a view to further improving the service offered to members.
A new single contact number, 0845 003 0400, sees all incoming calls feed into a simple five option menu, allowing members to select with speed and accuracy the correct route for their call. A group of fully trained individuals makes up a new Member Contact Team who will deal with most day to day enquiries, including commissions and membership queries.
Offered alongside the Member Contact Team, options for callers will include: Compliance Support Unit, Bankhall Online help desk, Technical Services, and the new Bankhall Membership Enquiries.
This new contact strategy brings a number of benefits for our members, notably:
• A single number for all calls
• Dedicated service level-driven Member Contact Team
• Experienced staff available to members for an extra hour each day
• The prospect of fewer handoffs and shorter call times
• Member services departments able to concentrate on processing
Bankhall’s director of member services and IT, David Scott said: ‘At Bankhall we continually strive to offer the best possible service standards to our members. Following valuable feedback from our members we have made major investments in telephony and people, demonstrating our commitment to offering quality services. Moreover this highlights our determination and confidence in establishing Bankhall as the UK’s leading support service provider.
