Bank Personalization Takes a Hit: ‘Net Dearths’ Pushed into the Queue

One of the casualties of the “great recession” looks to be the loss of the personalized services afforded to smaller net worth investors who got used to hearing a banker at the other end of the line.  (The WSJ Story:  Firms Push Call Centers). The piece reports on the up-leveling of personalized banking services to those with hefty brokerage accounts.
In the new world pecking order of bank call centers, some experts acknowledge that the customer service agent (steeped in the practice of service) might be more responsive than a banker whose is distracted by mini-Madoffs, mind-numbing market volatility and thinner colleague ranks. One trend is clear: The Caribbean and Latin American call center industry will continue to be sought to help US banks perform debt collections.

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