RBS Telephony Centres

RBS Customer Service Training Client

“The Bank launched Helpful Banking in 2010 and since then we have worked in partnership with Cape Consulting to make it become a reality in Telephony. Cape Consulting helped us diagnose what our front-line staff needed to do better to deliver the Helpful Banking promise and worked closely with us to develop a behavioural change programme that all of our staff have attended. They helped us modify how we assess our calls and developed our team leaders to coach improvements in a way that has really changed how we operate…”

Our Customer Charter promises ‘Friendly and Helpful’ staff and as at September 2011, our customers rated our Telephony advisers at over 92% on being both ‘Friendly’ and ‘Helpful’. In addition, we are extremely proud to have made the Top 10 in the 2011 Top 50 Call Centres for Customer Service and to have been rated top bank and top large call centre – a huge achievement. I am convinced that our partnership with Cape Consulting has had a positive impact and helped us achieve our aim of bringing Helpful Banking to life.”

Jon Cooper, Head of Telephony Sales, Royal Bank of Scotland