'enton *ank

Instructions For the purpose of this exercise you are to imagine that you are in an Advisor role within a contact centre for a High Street Bank called Denton Plc. he information contained !elow provides you with an overview of the some of the key issues you need to deal with when talking to customers and the Bank"s guidelines and policies on these. #e understand that you may !e nervous when conducting the role$play% !ut we have provided all the information you need to know !elow% so please try to relax and !e yourself. This exercise is designed to assess the way in which you interact with customers, deal with their questions and issues, and provide excellent customer service. As such, it may not be appropriate just to read out the information provided during the call and instead, you should look to engage with the customer. e strongly recommend that you spend a minimum of !" minutes reading through the information provided. #ou may make notes if you wish. Before your role$play the telephone assessor will check whether you have any &uestions. 'ou will then have up to $% minutes for the conversation with the customer ( played !y the telephone assessor. )t is important to treat the situation as realistically as possi!le and to !ehave the way you would within that situation. 'ou will !e a!le to refer to these instructions and your notes throughout the role$play. *nce you have agreed with the assessor that you are ready to start% you should !egin the call as if you had picked up the phone to the customer who is calling. )f you are unsure how to start% you may say something like+ &Thank you for calling 'enton, my name is x, how may I help you() Please note that the information that you are provided with is fictional and has !een developed purely for the purpose of this assessment exercise.

elephone ,- .ole$Play -andidate Brief

Page 1

Important guidelines+
he information !elow is an overview of some of the key issues that customers contact the !ank a!out and need advice and guidance on he information also contains details regarding how the performance of Advisors is measured within Denton 'our key o!/ective is to ensure that customers are dealt with in an empathetic and sensitive manner% that the root cause of their pro!lem is understood and addressed% and that the pro!lem is resolved in the shortest time possi!le )f customers want detailed advice then there are consultants who can advise them on different product areas e.g. ,ortgage -onsultants and Savings -onsultants )n exceptional situations% where customers have had a particularly negative experience% Advisers are a!le to offer compensation to customers 0normally in the region of 12 to 123+ sometimes to cover the cost of calls4 or escalate the issue to their manager to resolve

,ey -all Issues

$. -urrent Account Interest .ates Denton offers some market leading interest rates on its current accounts% for example at present it offers 56 for the first 78 months on !alances up to 19%333 0i.e. a maximum of 17:3 interest a year% or 172 per month4. However this falls to 86 after 78 months and customers often forget this and call to &uery the interest !eing paid. How does the !ank deal with this; hrough ensuring customers understand the terms and conditions of the account they have signed up to and the interest rate periods associated hrough advising on potential changes to the account if this is no longer the right product for them *ther potential options are provided in the ta!le !elow and as an Advisor you would need to understand customer needs to advise on appropriate accounts Account Type -urrent Account <onger Account erm Interest .ate 56 'ear 7 then 86 Savings 96 *n$going Account /eatures $ )nstant Access to -ash $ *verdraft Facility $ ax Free $ Savings must !e held for a minimum of 78 months to gain interest $ *ne months notice re&uired to withdraw funds

Savings Account

8.26 *n$going

!. 0verdraft -harges -ustomers can accidently go overdrawn without an agreed overdraft and a payment re&uest can !e refused if they have insufficient money in the account. hey are charged a sliding scale of fees !ased on the amount they go overdrawn due of the costs associated with dealing with this. he ta!le !elow details the overdraft levels and associated fees+

elephone ,- .ole$Play -andidate Brief

Page 2

Amount of 1nauthorised 0verdraft 13 to 1=.== 173 to 18>.== 182 to 1>=.== *ver 1>=.==

-harge 12 173 172 182

How does the !ank deal with this; hrough understanding why the customer went overdrawn in the first place and trying to help them avoid future charges hrough reviewing specific customer charges and refunding them if appropriate 0i.e. they were incurred through a genuine mistake and are not part of a !roader trend of financial mismanagement4 2. 3ortgages here are a num!er of different types of mortgage availa!le with Denton he minimum deposit re&uired for a mortgage with Denton is currently !%4 For more information% customers need to speak to a ,ortgage -onsultant 5. Access to Internet *anking ,any customers now use Denton"s internet !anking facility as their main method of !anking. However from time to time access to the system is restricted due to upgrades or security issues and this is frustrating for customers How does the !ank deal with this; hrough providing clear information to customers on the we!site as to the causes of any internet !anking access issue hrough investment in ) infrastructure and support to minimise downtime 0the system is normally availa!le to use =?6 of the time4 hrough providing a dedicated hotline to support internet !anking customers 03:33 789 >2>24+ sometimes the issue can !e the customer"s P- or internet connection By supporting internet !anking via -ontact -entres and High$Street Branches to ensure customers can continue to make transactions even when there are technical issues. An analysis of typical causes of downtime is provided in the ta!le !elow. Analysis of 6ystem 'owntime Server Pro!lems System @pgrades -y!er Attacks !y Hackers Average Time 6ystem 'own 7 Hour 9 Hours 0Aormally conducted in the middle of the night4 7 to 9 hours depending on severity

5. -all waiting times he length of time it takes to get through to an Adviser in a Denton contact centre can vary due to the num!er of staff on a shift and the num!er of people trying to get through. #aiting times are normally extended when there is a pro!lem with )nternet Banking% which further increases customer frustration. How does the !ank deal with this; By empathising with customers who have experienced longer than average call waiting times By varying staffing patterns in line with normal fluctuations in demand so that average call waiting time is limited to ? minutes
elephone ,- .ole$Play -andidate Brief Page 3

By ensuring that once customers get through they are not put on hold when !eing transferred to other Advisers or departments. An analysis of typical call waiting times is provided in the graph !elow

-all
7336 =36 :36 ?36 536 236 >36 936 836 736 36 @nder 2 minutes

aiting Times

4 of -ustomers

2 to 73 minutes Time 6pent

73 to 72 minutes aiting

*ver 72 minutes

%. Information on how Advisors are measured in 'enton -ustomer Service is critical to the success of Denton. *n an on$going !asis% Denton seeks to gain feed!ack from customers on all Advisors% which then forms part of each Advisor"s personal development plan. Denton has identified that the following all contri!ute to positive customer feed!ackB o -lear understanding of re&uirements o Caining a resolution to pro!lems o Being treated as an individual #hilst Denton wants to ensure every customer has a positive customer experience% its contact centres are !usy places and% therefore% it is important that advisers are a!le to deal with each customer &uickly in order to minimise call waiting times. As a result% all Advisors are monitored on the length of their call Denton also asks their Advisors to recommend that customers call in using a unique reference number+ this ensures that+ o customers" calls are answered more &uickly 0thus reducing the waiting time4 o customers" details are !rought up automatically to the Advisors% which reduces the num!er of &uestions that the Advisor needs to ask% and can reduce the length of the call ABB Advisors should arrange for uni&ue reference num!ers to !e sent to customers in the post where they don"t already have these

elephone ,- .ole$Play -andidate Brief

Page 4