Quick edit: Call distress1 min read 06 Jun 2023, 09:18 PM IST
Connecting with an executive could make grievance redressal simpler, but the option isn’t allowed until late in the call
A Reserve Bank of India (RBI) set up panel headed by former deputy governor B.P. Kanungo has made recommendations for improving customer service of banks. One of them is for an automated call-back feature to be introduced whenever a call drops midway. Another is for customers to be provided with an option on all menus to speak to an executive. These steps can provide immense relief to callers who often report a similar harrowing experience, trying to get their problem solved at call centres. One is made to go through an unending list of menus, but the one needed often isn’t on them. Connecting with an executive could make grievance redressal simpler, but the option isn’t allowed until late in the call. By the time one does connect with one, the caller has already gone through a lot. Even so, template answers are offered that add to the frustration, and, unluckily if the call disconnects, then one is made to go through the ordeal all over again. It’s a familiar experience for most, and surprisingly it has been left largely to the entities to self-monitor. That has not worked. So, it’s good that RBI is talking about it. These recommendations could help make the experience less of a pain.