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Handling enquiries smoothly and efficiently in a busy branch environment is critical if banks are to enhance the overall customer experience and ensuring an appropriately qualified member of staff is available to deal with a customer query often makes the difference between success and a walk away. Leading global bank HSBC recognised there was a chance to improve the way it managed non-transactional enquiries within its UK branch network and turned to queue management specialist Qm Group to help it drive innovation, reduce waiting times and improve customer service. This case study looks at how HSBC has deployed Qm's Matchmaker solution in 100 of its busiest branches and has plans to roll it further in future.

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Format:PDF
Date:May 2007

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