Administration and management of change
First Direct has ensured that the PC Banking and telephone banking channels are fully integrated. When a customer carries out a transaction via their PC, if they then call in to query something, the Banking Representative will be able to see exactly what transactions the customer has just carried out. In the short term, little impact is expected on the telephone side. However, in the medium term, as functionality is increased, it is expected that people using the PC Banking service will call less often. A high proportion of calls are balance only enquiries. With people calling less often, operators will be freer to take more detailed calls.