For customer service, The Co-operative Bank has installed the new Quail Digital wireless communication system – QD Retail – at one of its largest, flagship locations in Balloon Street, Manchester.
The system is the first in the retail sector to have done away with the battery belt pack. It eadsets and keypads which allow staff – including meeters and greeters and those dealing with general enquiries in the main hall – to communicate with cashiers working behind counters, and desk based personnel.
The headsets are worn by mobile staff and keypads at workstations and cashier desks are used to activate instant messages which can go to all, or specific headset users. Counter staff can call on mobile staff for assistance and if they have to refer to a specialist can summon them to the counter to greet the customer, rather than sending the customer to the specialist.
In addition the system improves efficiency because staff can be deployed as demand in the banking hall requires. The range allows staff to wear the lightweight headsets all day, even when away from the banking hall so they can be called back when needed.
Robin Taylor, Head of Network for the Co-operative Bank said: “The volume of customers in the branch dictates the number of staff needed ‘front-of-house’ and with this system we can balance staff allocation much more efficiently. The headset has had a very positive reaction from employees; it enables them to go off to do other back office jobs while remaining in contact. It has made the operation more efficient and customer service has improved.”
The Quail Digital system was chosen as a result of its track record with Co-operative food stores, where it is used extensively throughout the UK. Taylor said: “When we started looking for a communication system a colleague from the food store part of our business mentioned the Quail Digital system. We looked into it and it was clear it would work equally well for the banking environment too.”
The Balloon street branch is one of the largest and busiest of The Co-operative Bank’s 92 location portfolio; additional branches will also be considered for the QD Retail system.
Taylor said: “Large branches like Balloon Street have specific challenges due to their scale, but smaller branches with limited resources can also benefit from this system. In banks located within our food stores for example, staff have to multitask. This system would allow them the mobility to walk the shop floor talking to customers while staying in touch with colleagues behind the counter.”
According to Taylor, the bank is very pleased with the system which was implemented for the purpose of improving service monitoring and advocacy scores. “It will definitely lead to productivity improvements,” he said.
Notes
Quail Digital was founded in the UK in 1995 and has offices in London, Frankfurt and Chicago; it manages sales and installations elsewhere through dedicated resellers. UK clients include IKEA, The Co-operative, McDonald’s, Sainsbury’s, KFC and Burger King.
