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HSBC Project Presentation
Results
Application
After presenting my findings to Paul, he told me they had recently adapted the Pre-booked team's calenders to take walk-in customers over lunch times - he also took on my suggestion of half hour intervals for lunch breaks.
As we can see from the new graphs...
Staff Knowledge of Business Banking
Waiting Times in the CSO Area
It was noticed that CSO waiting times were very variant and could cause complaints
This would cause problems over lunch time, which is inevitable, however it left staff catching up in the afternoon
Putting staff under time pressure to serve customers could reduce the chances for quality conversations with customers
Mystery Shopping
Current Customer Satisfaction
Data Collection and Analysis
Data was collected from __ days over a sample period of a month
Data shows:
- The number of customers arriving to see CSO's peaks at __ and __
- The number of customers is not necessarily directly linked to the waiting time to see a CSO
- The average waiting time is __ with a maximum waiting time of __ at __
The waiting time was seen to increase hour-on-hour as staff went for lunch, in order to reduce this effect on waiting times I recommended two actions
- Increase the number of staff over the lunch period
- Stagger lunches into half hour slots to reduce the impact of staff leaving/returning on each lunch period