A call- centre of Lombard Bank

Lombard Direct is a call- centre of Lombard Bank located in the North of England, part of the Royal Bank of Scotland group supporting a lot of banking products. This centre runs 24-hour operations operating on all the days of the year. Loans constitute 90percent of the company’s business and it employs 250 full-time equivalent customer advisors with 200 seat capacity. Centre uses the most sophisticated telephone and customer systems for daily operation. Investment in advertising and marketing is also effective e. g. using a toll free number sending the precise message to customers.

Due to economic conditions, personal loans have become a very competitive market and attempt is to make a loan offer during the first customer contact itself. Scheduling needs to be done efficiently to handle high call volume. Quality is a constant focus area in the centre and consecutive higher level assessments are directly related with pay hikes and confirmation as a permanent employee. Due to financial service law ‘scripts’ are highly relied upon for the calls which sets the boundary and does not allow flexibility to play resulting in loss of identifying customers needs and offering other products too.

Sean Guilliam, Head of the call centre is not very pleased with the controlling culture and wants to make every attempt to shift to enabling culture. This requires alterations in the existing operations and an overhaul of the business policy. Butler (2004) had discussed call centre industry being a little over 40 years in 2004 and indicated its history paralleling the development and implementation of advanced information technologies. Lombard Direct, a call centre runs 24/7, 365 days a year operation.

It employs 250 full time equivalent staff occupying 200 desks. They use highly technical systems for the entire operations. Loans constitute 90% of the overall business from the calls apart from other products like insurance, savings account and a credit card. A personal loan is a competitive market due to increased rate of debts. Quality is imperative for employees and the management, linked with pay hike and confirmation of permanent employment. “Scripts” as a part of procedures needs to be followed strictly.

Sean Guilliam, visions to bring change in the culture of the organization by making a transition from controlling to enabling. First, essential component is that the service should meet customer’s requirement. Being a competitive market, it becomes imperative for Lombard to continuously strive to provide prompt and efficient customer service. To make it happen, there are stringent Quality procedures where calls are regularly analyzed by Quality representatives. The advisors are judged on adherence to procedures i. e.

, “scripts” being the requirement of financial service laws too. Customer advisors strive to attain good quality scores as it is directly linked to their pay hike and permanent employment offer. Secondly, reasonable price is important for the customer. Threat by competitors is a deciding cost factor for any organization. Customers look for the best deal with the least APR and less administrative fees. Lombard direct also offers suitable deal for helping themselves and their customers, although it is not visible from the case.

Thirdly, time for the service needs to be acceptable to the customer. Every call is an opportunity for the customer advisors and quick turnover is the only way to retention. Delay in making an offer leads to various open options for the customers. Prompt service is the key to customer service. It can be seen that Lombard Direct endeavors to offer a good quality service with competitive prices to be the first choice for the Loan offering service providers. Internal customers are also happy with availability of support mechanism to help them during the calls.

Various other measures like team building, events lead to a happy and motivated team. Although enough attempts are being made towards customer satisfaction. The level of service stems from the business policy. But Sean realizes the constraint in the existing policy. He points out the importance of flexibility. Controlling culture due to scripts makes CAs sound robotic and mechanical which does not allow much scope beyond procedures. Flexibility lets interactive conversation allowing empathy leading to happy customers.

It will allow internal customers to be at ease, as they can be natural and increase cross-selling too. Here, all the stakeholders need to be satisfied for an efficient service. At Lombard Direct, attempt is to provide prompt service for which they use automated service for filtering out the customers from the queue and routing the call to the customer’s desirable team. This can be an asset as well as drawback as long queues will make customers listen to the music and wait in the queue especially on Monday, when the call flow is the highest.

Calculate the price
Make an order in advance and get the best price
Pages (550 words)
*Price with a welcome 15% discount applied.
Pro tip: If you want to save more money and pay the lowest price, you need to set a more extended deadline.
We know how difficult it is to be a student these days. That's why our prices are one of the most affordable on the market, and there are no hidden fees.

Instead, we offer bonuses, discounts, and free services to make your experience outstanding.
How it works
Receive a 100% original paper that will pass Turnitin from a top essay writing service
step 1
Upload your instructions
Fill out the order form and provide paper details. You can even attach screenshots or add additional instructions later. If something is not clear or missing, the writer will contact you for clarification.
Pro service tips
How to get the most out of your experience with MyStudyWriters
One writer throughout the entire course
If you like the writer, you can hire them again. Just copy & paste their ID on the order form ("Preferred Writer's ID" field). This way, your vocabulary will be uniform, and the writer will be aware of your needs.
The same paper from different writers
You can order essay or any other work from two different writers to choose the best one or give another version to a friend. This can be done through the add-on "Same paper from another writer."
Copy of sources used by the writer
Our college essay writers work with ScienceDirect and other databases. They can send you articles or materials used in PDF or through screenshots. Just tick the "Copy of sources" field on the order form.
See why 20k+ students have chosen us as their sole writing assistance provider
Check out the latest reviews and opinions submitted by real customers worldwide and make an informed decision.
Business Studies
Thank you very much for a good job done and a quick turn around time.
Customer 452615, March 31st, 2021
Business and administrative studies
excellent job thank you Your Score 166.25/ 175- A 1. Current Culture 15% of total grade 18.37 Criterion "1. Current Culture" has textual feedback Criterion Feedback I see interesting points, though, in general they are not about the culture.
Customer 452773, June 4th, 2023
Business and administrative studies
always perfect work and always completed early
Customer 452773, February 21st, 2023
excellent job
Customer 452773, August 12th, 2023
Criminal Justice
This has been the greatest help while I am recovering from an illness. Thank your team so much.
Customer 452671, May 2nd, 2021
Business and administrative studies
Excellent job
Customer 452773, March 17th, 2023
Business and administrative studies
great job as always
Customer 452773, February 26th, 2023
Leadership Studies
awesome work as always
Customer 452773, August 19th, 2023
Thank you for your hard work and help.
Customer 452773, February 13th, 2023
Customer 452591, March 18th, 2021
English 101
great summery in terms of the time given. it lacks a bit of clarity but otherwise perfect.
Customer 452747, June 9th, 2021
Thank you!!! I received my order in record timing.
Customer 452551, February 9th, 2021
Customer reviews in total
Current satisfaction rate
3 pages
Average paper length
Customers referred by a friend
15% OFF your first order
Use a coupon FIRST15 and enjoy expert help with any task at the most affordable price.
Claim my 15% OFF Order in Chat

Sometimes it is hard to do all the work on your own

Let us help you get a good grade on your paper. Get professional help and free up your time for more important courses. Let us handle your;

  • Dissertations and Thesis
  • Essays
  • All Assignments

  • Research papers
  • Terms Papers
  • Online Classes
Live ChatWhatsApp