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| Abbey National: PICKING UP GOOD VIBRATIONS |
ABBEY GETS THE PAGING HABIT
The CustomerCall paging system from Call-Systems Technology is making life easier for staff and customers alike at Abbey National's new Superstore in Croydon. This branch is one of the new breed of Superstores with the added comfort of Costa Coffee facilities.
Abbey National was quick to spot the advantages of offering customers the CustomerCall pagers. The company's mission statement is 'To make life easier for our customers' and the pagers take the frustration and boredom out of waiting to see a customer advisor, at the same time minimising the risk to Abbey National that a potential client will simply give up waiting and go in search of a rival company with a shorter queue.
The PeopleCall Pager System is based around simple "vibe-tone" pagers, which are operated by an easy-to-use CustomerCall paging system. To make the system as unobtrusive as possible Abbey National has chosen to use the "vibe" mode only.
The pagers play an important role at the "Ask Here" area in the Croydon Superstore in that they facilitate "constructive waiting time". "Ask Here" is a position developed by Abbey National to provide customers with quick information and advice so that they can avoid queuing at the counter.
All customers who have an appointment check in at "Ask Here". If they are early, or an advisor is not yet available, the customer is given a pager and can either go for a coffee, browse the Internet or just relax with a newspaper. Once the advisor is free, they push a remote button that sends their desk number to a digital pager worn by the "meeter greeter", who pages the customer.
The response from both staff and customers to the pager system has been "very positive" says Sharon Makin from Abbey National, "the reason for this is that it provides a clear process for both customers and staff when they want to arrange a meeting."
Rose Kiley, Abbey National Local Market Manager at Croydon said " We find the pagers incredibly useful and can safely say they are used on a daily basis. Customers like the idea of pagers - knowing they will be paged when the advisor is free to help them, without losing their place in the queue."
The original trials worked so well the Abbey National are extending the pager system to Newcastle and on a roll-out basis to most of its larger Superstores. The company has found the pagers compact, neat and well suited to its requirements and Call-System Technology has always been very helpful.
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Call-Systems Technology Ltd, Middlesex House, 29-45 High Street, Edgware, Middlesex HA8 7UU |
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