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CBA - Call Centre's open longer?

Discussion in 'Open Discussion' started by netaddict, Jul 19, 2005.

  1. netaddict

    netaddict Member

    Mar 14, 2004
    164
    4
    Adelaide, Australia
    Heard a few add's recently on radio regarding CBA and their so called "new approach" and change's to customer service.

    One of them inferred that their call centre (13 22 21) was open longer then it's standard 8 to 8 Monday to Friday. Does anyone know if this is the case?
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    Tried to call on Saturday mid afternoon and instead of getting told to call back got put into a queue for general enquires however after 3 minutes decided to hang up, don't fancy possibly holding on to Monday morning ;)
     
  2. Guest

    Guest Guest

    by new approach they mean less of, and by changes they mean fee increases. news dot come dot au has reports on both.

    I guess they felt something needed to be done to keep that shareprice at an all time high... :(
     


  3. netaddict

    netaddict Member

    Mar 14, 2004
    164
    4
    Adelaide, Australia
    Are you able to post the links you a refering to, can't locate the articles, only one about the EFT fee going to 50c.
     
  4. Mal

    Mal Enthusiast

    Dec 25, 2004
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    You will often find call centres are open earlier and/or later than advertised times.

    Some call centres service the whole of Australia, so when advertised are open from 8am to 8pm are actually open 8am Sydney time until 10pm Sydney time (8pm Perth time). During daylight saving this gets changed again!!

    A friend used to work on a call centre for a large Oz Bank. She worked till about 10pm or 11pm each night to cover WA etc.

    I've heard the ad. too. I don't recall them saying that they're open later than 8pm, instead I recall them saying that they are open longer than their competitors...

    You could always call and ask :)
     
  5. Mal

    Mal Enthusiast

    Dec 25, 2004
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    There is now a page on the Commbank site about this:
    '

    http://www.commbank.com.au/commvenience.asp

    One quote from it... " Our 24-hour call centres offer added peace of mind in emergencies"

    24 hour reporting of theft of card? Sounds like it - they've had that for a while.

    Being able to request some information about a balance enquiry at 2am? Not entirely sure...
     


  6. netaddict

    netaddict Member

    Mar 14, 2004
    164
    4
    Adelaide, Australia
    Had to call CBA relating to something else about my account so asked about call centre operating hours. The operator advised they are open Saturdays 8 to 8 now and shortly will start opening the same on Sundays.

    She said it's taking around 2 to 3 months for them to fully implement it and once it's done they will change the opening hours that are published on the web for example.
     
  7. clifford

    clifford Established Member

    Jul 6, 2004
    1,688
    216
    Canberra / London
    Hey, Netaddict,

    I received a statement from CBA a few days ago saying that as of 30/08/05, I would have to have a "relationship balance" of $50,000 or more to continue to receive fee-free transactions. I phoned the call centre and pointed out that I had more than this amount in a rollover fund with the commonwealth bank, but was told that this didn't count towards the "relationship balance".

    So I said that I would be moving my money (it is actually real money) to somewhere that it did count (ie, not anywhere in the CBA).

    Go figure...

    :)
     
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