This allegation is, I would say neither open secret nor a closely guarded hush hush too. That banks and mobile providers treat customers preferentially and give them services as per the bracket they belong too. So, most probably if your spending on your mobile is say $1000 a month you will get a completely different service than someone say, whose budget is modest $50 a month. This goes the same with insurance companies, banks, car dealers and so on.
So, I am not surprised seeing this report,
HSBC was also accused this week of running a ‘first-class and second class system’ that sees affluent callers dealt with in the UK, while poorer ones are diverted to the sub-continent.
But surely the brand HSBC will take a beating with this, after all they can not streamline one quality service to all product users.
The tiering system has been widely introduced into onshore / offshore call centres in order that simple queries can be answered offshore (such as checking one’s balance) whilst more complicated queries (such as securing a loan) can be handled onshore. A rich customer might well have a simple question, in which case they would be directed offshore, whilst a poorer customer might need more extensive help and guidance, and then their call would be handled onshore.
Posted by: Rafi | March 28, 2007 3:41 AM | Permalink to Comment