What do you do in the event of a sudden spike in customer support queries due to something breaking or if Mastercard went down like Visa did recently? Are there any contingency plans? These types of spikes aren’t predictable based on past trends
If there is an emergency/ unusually high volume of support requests, are there any contingency plans or extra staff roped in to deal with this? eg during the last day available to switch to current accounts last year, I’d imagine there would be a lot of queries.
Do you monitor what type of queries repeatedly take up cops time and try to find ways to reduce this which enables them to focus on more pressing tasks?
Edit: Found this blog post, It mentions you do with automation, but do you have any recent examples?
After reading the blog above, do you feel the goal of 1 cop per 100,000 customers is still achievable in the future based off the data you see?
Our long-term goal is to support 100,000 customers per COps agent. That’s a lot! By comparison, the average UK retail bank supports roughly 2,500 customers per agent - we aim to be 40 times more operationally efficient. We are still a long way from reaching our goal, currently supporting 5,000 customers per agent.
Just to second what @Jackcrwhitney said, what’s the lastest wrt the above in terms of progress?