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A review of Lloyds TSB Bank by Punkhead - Thursday 2nd of September 2004

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I work in a lloyds tsb customer service centre, so im going to try and answer all your queries and complaints if possible.

*speaking to your branch.

the majority of calls we get to speak to the customers branch is massive, even for things like simply funds transfers, booking appointments or just checking a balance. having a contact centre allows the branch staff to be "freed up" to concentrate on branch related duties such as dealing with customers on a face to face basis.

at the customer service centre, we will always connect you to the branch if that is your request. the reason we ask is because the vast majority still think we are over-glorified secretaries. the people/voices on the other side of the telephone can actually do more than most cashiers in branch.

*account managers not getting back in touch instantly.

lloyds tsb do have around 20 million customers in the UK, every branch has a large amount of customers, some branches have thousands upon thousands of customers. every day at work i book at least 4 or 5 appointments with an account manager. if you times that by the 7000 customer service advisors we have in the UK, thats a lot of appointments, the account managers are busy people. they will get in touch with you as soon as possible.

*charges

the fees on the account only apply if your account balance falls below a certain amount. unpaid item charges are made for things like unpaid direct debits and cheques which is commonplace in the uk banking industry. i dont believe there is a bank that doesnt charge for unpaid items.

*customer service advisors

we are there to help you not hinder you. the training we have to go through to be able to go live on the phones is immense. 2 months of sheer banking knowledge before we can even touch a phone, exams on compliance, data protection acts, banking knowledge where 95% is considered a failure.

as i say, we are on the same level as the people you go to see face to face in the branch, arguably we are trained to a greater extent than the cashiers, and have more demands set upon us.

*timing of toilets

our toilet breaks are not timed, i do not know where that story came from. we work 7 hour days, the time we are not logged in to the telephony system is recorded as "unreported time", as long as this is kept relatively low, everything is okay. same as in any job, if you randomly walked around your office all day, someone at some point would say something.

we do try our best at all times, remember that at busy times we can go for 3 or 4 hours just constantly being screamed at, with just 3 second breaks between calls.

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