new Quail Digital Retail headset system

Co Op Bank Branch goes wireless

The Co-operative Bank in Ballon Street, Manchester, one of the mutual's flag ship branches is insalling the Quail Digital wirless communication systems - QD Retail - to enable meters and greeters on the door to better communicate with cashiers behind the counters. The sysetm will improve customer services by monitoring service levels and enabling staff to more speedily deal with customer queries. It will also mean staff can be deployed quickly to where they are most needed.
The in-branch wireless system does away with the battery belt pack and comprises of leighweight headsets and keypads. The QD headsets are worn by mobile staff and keypads, located at workstations and cashier desks, are used to activate instant messafes which can go to all, or specific headset users. counter staff can call on mobile staff for assistance and if they have to refer to a specialist can summon them to the counter to greet the customer, rather than sending the customer to the specialist.
The Co-opertaive Bank hopes the system will improve efficiency because staff can be deployed 'on demnad' in the banking hallas required. as Robin Taylor, head of network for the bank, explains; " The volume of customers in the Manchester branch dictates the number of staff needed 'front-of-house' and with this system we can balance staff allocation much more efficiently. The headset has had a positive reaction from employees; it enables them to go off to do other back office jobs while remaining in contact. It has made the operation more efficient and customer service is improving."

Taken from:Financial Sector Technology FST. No 1604 - 01.07.10 Cicualtion 12775 Page 9

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