Targets and understaffing cause angst at National Bank call centre

Reg and LizNational Bank call centre delegates, Reg and Liz, kindly took time out from the Finsec education course they were attending this week to talk to the Gossip about what they see as some of the biggest issues in their workplace. Unsurprisingly they are the same issues that workers across ANZ National are identifying in the lead up to negotiations next month:

For Liz one of the key issues is the pressure from targets:MP3 Audio file

“They’re getting larger, they’re getting more demanding, and they’re getting more pay focused rather than rewards focused.”

Another big issue is staffing:MP3 Audio file

Liz – “Yeah, we have a monitor that shows how many calls are waiting and how long the longest call has been waiting, and sometimes it’s up to, what? 50 calls? Call waiting times of 15-20 minutes…”

Reg – “…You see some people just look up at the board and go, ‘ohhh’. They just get depressed…”

Liz – “Customers are unhappy when they have to wait 20 minutes, no one’s happy. You know I had a customer last night – she’d been waiting 15 minutes and it was 8:05pm. She couldn’t get a bill payment through; well she wasn’t happy… no one likes to be in an environment like that. So, yes, staffing is a huge, huge issue.”


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