NatWest: A great call for financial services

This case study demonstrates how an innovative insight programme helped NatWest, a UK bank, transform its telephony service and, at the same time, improve staff satisfaction.

NatWest: A great call for financial services

NatWest (Royal Bank of Scotland) supported by KPMG Nunwood

Summary

Since the 2008 recession, the financial services market has faced numerous challenges to retain existing customers. In recent years, we have also seen a rapid increase in the use of digital, with people typically serving themselves online/via mobile. In 2013, NatWest viewed its call centre as a declining channel, to be operationally managed – stop customers calling and keep calls short.

An innovative insight programme created by NatWest and KPMG Nunwood asked customers (both NatWest's and competitors) to describe an experience they have...

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