Royal Bank of Scotland & Natwest ^Company

In the UK, Royal Bank of Scotland (RBS) and NatWest removed call-handling target times and introduced a strategy called “be the difference.” This strategy encourages staff to take the time on calls “to better understand the nature of the customer’s call and spot any anxiety that might indicate that an older adult is struggling with his or her finances or may be the victim of financial fraud or exploitation.” To facilitate this strategy, RBS and NatWest identified routine transactions for which they could introduce customers to self-service, freeing up staff time for more complicated calls with customers who need more help.