Bank consultants are groaning under the constant pressure and the delusions of control of their employers. And they seem to have hardly any choice in their work. A current study aims at identifying the problems.
take in many banks to the customer service lines of assembly line work, "concluded the researchers from the University of Oldenburg, the study, commissioned by the union Hans Böckler Foundation. The name is in plain text, standard products are as smooth as possible and are sold in large quantities. This set high targets and computer-based networks, the employees under permanent pressure and customer satisfaction are often perceived only as a key figure among many.
The problem is that banks now control almost all the work in the offices of an IT-based Customer Relationship Management (CRM). But the use of technology had a lot of work procedures specified in detail, the study says.
offer particular information technology is a good base to work with targets and control. IN PRACTICE, some banks before the consultants that every second customer contact should lead to a conclusion or advice no longer may take more than 30 minutes. The number of customer calls are often determined by the middle management. It "could customer satisfaction, from which one might think it was a long time seen the lifeblood of any sales organization to stand back behind the sales targets" would have goals such as, the researchers write.
control example, more than 90 percent of the surveyed banks on their sales and distribution targets. However, it is misleading to speak of this process of "objectives", complain the study authors. The reality has nothing to do. What arrived in the stores, you can candidly describe as a goal dictates. The activities of a consultant would usually once a week check - and the basis of certain indicators such as customer calls, number of calls and sales, meeting deadlines. The quality of the advice, the achievement of good interim solutions and intermediate levels, however, play no role. do
While the employees, the survey, according to the industrialization of the sales work is withdrawn, at least in part, the researchers believe that it initially continued in methods layoffs, short-timed and keep increasing requirements, constant sales pressure will. However, one could in the long run no successful service work of frustrated, kept under continuous pressure and in service to the public in rankings devalued expect employees.
The study surveyed 127 large and popular banks and savings banks. In addition, interviews were conducted on the impact of sales management in sales everyday.
Source: www.cash-online.de
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