In support of Madero Bank’s strong customer service strategy, several changes are needed to improve the operational aspects of the organization. These changes will affect the bank’s operating hours, facilities, equipment, and personnel. After much deliberation, Madero Bank’s operations management team proposes the following changes.
Bank Hours
Madero Bank will remain open from 9:00 AM until 7:00 PM, Monday to Friday, and 9:00 AM until 4:00 PM, on Saturdays. The extended hours will satisfy the number one customer request from the recent customer survey.
In addition to longer banking hours, the Customer Care department will also offer longer customer support hours. The Bank’s current support hours of 9:00 AM until 10:00 PM will be extended …show more content…
• Team two will work from 1:00 PM until 7:30 PM, Monday to Friday.
• Team two will work from 1:00 PM until 4:30 PM on Saturdays.
The additional thirty minutes before team one’s shift, the hour overlap between shifts, and the thirty minutes after the team two shift allow the tellers to prepare and close out their respective shifts. The one-hour overlap between shifts also allows the shift one and shift two tellers to transition relevant customer information in order to provide continuity of service to customers. Madero Bank’s extended hours for Contact Center personnel will require agents to work one additional hour per day. The team currently runs two shifts of seven hours each. In the future, the Contact Center agents will be required to work one additional hour per day. As such, the new shifts will extend to eight hours each. Since Contact Center agents are hourly workers, they will be compensated for their additional hours.
Facilities:
The extended weekday hours means it will be dark outside when customer visit the bank during the winter period. As such, additional outside lighting will be installed for the safety and convenience of Madero Bank’s
Bank Hours
Madero Bank will remain open from 9:00 AM until 7:00 PM, Monday to Friday, and 9:00 AM until 4:00 PM, on Saturdays. The extended hours will satisfy the number one customer request from the recent customer survey.
In addition to longer banking hours, the Customer Care department will also offer longer customer support hours. The Bank’s current support hours of 9:00 AM until 10:00 PM will be extended …show more content…
• Team two will work from 1:00 PM until 7:30 PM, Monday to Friday.
• Team two will work from 1:00 PM until 4:30 PM on Saturdays.
The additional thirty minutes before team one’s shift, the hour overlap between shifts, and the thirty minutes after the team two shift allow the tellers to prepare and close out their respective shifts. The one-hour overlap between shifts also allows the shift one and shift two tellers to transition relevant customer information in order to provide continuity of service to customers. Madero Bank’s extended hours for Contact Center personnel will require agents to work one additional hour per day. The team currently runs two shifts of seven hours each. In the future, the Contact Center agents will be required to work one additional hour per day. As such, the new shifts will extend to eight hours each. Since Contact Center agents are hourly workers, they will be compensated for their additional hours.
Facilities:
The extended weekday hours means it will be dark outside when customer visit the bank during the winter period. As such, additional outside lighting will be installed for the safety and convenience of Madero Bank’s