Irish banks need to improve customer helplines

By Irene Madongo (February 21, 2022, 14:40 GMT) – The Central Bank of Ireland has said it expects retail lenders to report on the progress they are making in resolving debt assistance issues. customers, amid concerns about poor service on consumer phone lines.

The financial services regulator said it conducted a review of call waiting times at major retail banks and found areas for improvement. Average wait times on some helplines were “excessive”. Customers had to wait more than two hours in some cases.

The review also found that the number of account holders who abandoned phone calls was high – one line had an abandon rate of more…

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