My personal experiences with one of the private banks suggests that Phone banking never works, One i paid my Credit card bill through it, the money got deducted from my savings account but the bill was not cleared and I had to reclaim it after paying it through netbanking.
well the ability to visually see a transaction etc cannot be beaten phone bnking is good for small scale stuff. for large scale things like tax ereturns etc, perhaps the govt should be more cooperative and encourage online banking People hire administrators to facilitate things. If the administrators complicate the system what is the purpose
The new gen and hi-tech banks use the IVR based services with huge cost advantage. For instance, a service person's time is at least 10 times costlier than an automated system for most of the transactions. Most of these services are designed in such a way that the delay to reach a human service option is irritating. And in case the problem is not a routine one, better option is to go to the bank branch. The funniest thing is that the call center hands are not bankers and can ask childish questions and waste your time. It may be a luxury to talk to a human who understand banking and can solve your problems in these modern banks. We need more bankers who are friends, philosophers and guides for the customers. Question is will the Indian customers agree to pay the costs?
IVR Options in phonebanking is good thing but if some one has some unique problem and want to talk to a call center guy then in IVR Menu "Talk to a Phone banking Officer" option is always the last option and most of the time, to reach to that option takes two to three minutes. Actually that option should be first.
Dear Rediff, yes it dus hepls...think of long lines u need to satnd to get ur checks tranferred...and the stinky govt bank where u are treated like animals...even if costs u it dus help.. i guess u can choose much better topic to discuss than this one ... like" wats rakhi sawant's next stupidity: protest on everest or sari in movie"....
RE:it helps..evolution is necessary
by sonal padgaonkar on Sep 01, 2007 11:31 AM Permalink
Discussing abt banking & IVR is a trillion times better better than discussing about an item-girl craving for false-publicity or doing some horrendous act just to be famous!!!
The worst service ever invented. Everytime the call gets disconnected some new person appears on the phone and you have to repeat the whole thing and finally they do very little help It is the worst ever inflicted upon the clients in India by ICICI It can be rated as the worst customer oriented bank
When we use phonebanking facility, it is call center and we have to interect with machine by wasting our valuable time and then some executive will come over the phone (which changes ever time) and many a times they do not have proper updates about the products of the Bank. Further to addition they do not owe any responsibility towards customer. When we ask them about their seniors they keep mum and avoid the answer. I personnaly do not prefer to have account with Bank who are talking through machine rather it is better to human face for your problem.
So the nationalise Banks are perferred over and above over the issue. Atleast they are having human face to solve the queries.
ICICI Bank is the worst bank which i have seen ever. There is no after Sales Service at all. If you go with a problem they will hang you around for many days as most of the staff are unaware of what is happening and no clarity for their executives. Its a hopeless in phone banking as well as in service.
Banks LIke ICICI are fooling people by saying they have phone banking but the truth is in case of credit cards the phone banking is just about fooling people . The executives are even unaware about what they are doing and what they got to do.!
