‘Sell to them or you will lose your job’: Call centre employees for big banks reveal upsell pressures

Employees say customer calls for help used as opportunities to load them up with more debt. No matter the reason a customer calls a bank’s hotline — online banking trouble, stolen credit card, bill discrepancy — call centre employees say their job could be on the line if they can’t sell the caller a new product or service.

In emails to Go Public, past and present call centre employees for TD, RBC, BMO and CIBC (none from Scotiabank) said they’re expected to use the same high-pressure sales tactics as those their branch colleagues recently revealed to CBC News — and face the same threat of being fired if they fail to consistently upsell customers.

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