Wachovia Curtails Telemarketing Customer Contacts

Posted on by Chief Marketer Staff

Wachovia Corp. has reduced the number of inbound telephone contacts it receives from banking customers by offering more online banking services. The bank reported that its customer support contact rate has declined from 40% to 17%

The bank presently has more than 3.5 million online customers. Switching customers from telephone services to Web-based services has had no negative impact on customer satisfaction and loyalty rates, according to the bank.

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