Not good, somewhat bad, but definitely Average

<p>After calling your general enquiries number (Personal banking) ***on your website as I wanted to change my debit order date for my bank charges, I landed in your credit card division, who then transfered me to general enquiries ( a lady who's name I did not get), who tried to assist and placed me on hold as she needed to find out if my query could be dealt with over the phone. When she came back to me, she promptly (without warning) transfered me to transactional lending. This time I spoke to a gentleman by the name of Tian De Klerk, needless to say by now I was a bit frustrated with the process of your call centre. I advised him of the problem and frustration and he assisted me by firstly, getting the correct department on the line, and secondly explaining my problem to the agent (Cleo Sinclaire) that took my call. The only thing then left to do on my part was the security check and giving her the new debit order date which she did promptly and updated my details on the system. Well done to Tian and Cleo for 1) LISTENING to my query 2) ASSURING me that you would assist, and 3) ASSISTING me with the task. I know this post sounds like a complaint at first, but I was pleasantly surprised by the 2 agents that managed to save my interaction with ABSA. ABSA I am sure that you would like all your agents to deliver service of this quality. My suggestion would be that you do short call QA on calls less than 30 seconds to actually determine your clients true call centre experience. Secondly that you update the contact numbers on your website. Thirdly that your transfer process training should be revisited, and lastly that all your contact centre agents be given refresher training on how to transfer and which department to transfer to. </p>