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The human touch

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The majority of people in the UK think some banks have gone too far when it comes to customer communications channels, according to a survey by Britannia Building Society.

Two out of three people (61 per cent) want to see an end to overseas call centres, and half (46 per cent) would prefer the personal touch of having a branch nearby.

In the survey, 51 per cent of consumers said that while they agreed online and telephone transactions have their place, not being able to choose how they manage their finances – be it in person, on the phone or online – was the biggest failing of some organisations.

And when it comes to overseas call centres, two out of three (61 per cent) people said they would like to see them closed for good; language difficulties being the number one cause for complaint.

The irritation of making a call to an overseas call centre is so great for some that one in two people (47 per cent) put off making major financial decisions as they can’t face ringing their bank.


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