Wednesday, August 14, 2013

Call Centers: Banks Outperform CUs

When it comes to answering phones, banks outperform credit unions, according to a survey by Moebs.

Banks do a better job of picking up after the first ring than credit unions, and, even when they don't, the median hold time is shorter at banks.

Banks and thrifts answer their phones 56 percent of the time on the first ring, and, when they don't, the median hold time is 42 seconds.

In comparison, 44 percent of credit unions surveyed had no hold times. When customers had to wait, the median hold time for credit unions was 90 seconds -- more than double the median hold time for banks.

Read the story in the Chicago Tribune.
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