What is the bank's motivation? The bank doesn't have a motivation to alter the contract. People, on the other hand, do have personal motivations outside cold calculations. Work with the people not "the bank".
Eventually, you will hit a person that gives a crap about customers vs what is on their computer screen.
I ran the tech side of a 2000-seat call center. Every Monday, 10% of the equipment was down and 10% of the people didn't show up for work. Conversely, 10% of the workforce handled 90% of the calls. Which 10% is the rep you are working with?
Eventually, you will hit a person that gives a crap about customers vs what is on their computer screen.
I ran the tech side of a 2000-seat call center. Every Monday, 10% of the equipment was down and 10% of the people didn't show up for work. Conversely, 10% of the workforce handled 90% of the calls. Which 10% is the rep you are working with?
