Business Services Industry
NationsBank Uses New Phone System to Improve Customer Service.(Originated from The Sun News, Myrtle Beach, S.C.)
Knight Ridder/Tribune Business News, April, 1997 by Wren, David
Apr. 29--A new telephone system at NationsBank Corp. will give profitable account holders almost immediate service while putting less-profitable customers on hold.
The phone system is being installed at Florida branches now and will serve all 2,600 NationsBank branches in 16 states and the District of Columbia by the end of 1998.
NationsBank spokesman Ellison Clary said the system probably will be installed in the Carolinas next year.
The phone system prompts callers to enter their bank account number and then routes the call to different electronic waiting lines. How long a customer has to wait to speak with an attendant will depend on how valuable that customer is to NationsBank.
For example, someone with a loan,...
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