RBS in England to Become Williams & Glynn's?

opinions4u

EarthBoy wrote: »

Just because a bank advertises a direct line telephone number to your branch, it doesn't mean it will actually be somebody at your branch who answers the phone. Many of these "local" numbers are actually routed to a call centre. Even if it does go through to your own branch, it will be re-directed to a call centre if the branch line is engaged.

So what's the alternative? Let the engaged tone ring out?

In HBOS the system implemented in 2007 certainly meant that the calls went directly to the branch. If, after around 20 seconds the call wasn't answered, it went to a back-up call centre who would try to service the customer or arrange for the branch to return the call. I would assume RBS/Nat West were similar, as it was their former head of banking Benny Higgins who introduced the set up to HBOS.

chambta

EarthBoy wrote: »

Just because a bank advertises a direct line telephone number to your branch, it doesn't mean it will actually be somebody at your branch who answers the phone. Many of these "local" numbers are actually routed to a call centre. Even if it does go through to your own branch, it will be re-directed to a call centre if the branch line is engaged.

Not the case with RBS.

stclair

chambta wrote: »

Not the case with RBS.

Do RBS not have a branch support team?

With Natwest if the branch dont answer the phone after 5 rings the call is diverted to the branch support team.

chambta

stclair wrote: »

Do RBS not have a branch support team?

With Natwest if the branch dont answer the phone after 5 rings the call is diverted to the branch support team.

No.

Inevitably in our branch we get calls from other smaller branch customers who try once and then call us.

It's OK as they often ask for mortgages, loans etc etc

Twister84

Isn't Natwest telephony going to be a dedicated call centre now after being leaned, and RBS keeping it's telephony in-branch?