PTSB – Striving to be the best
Bank picks up top awards for customer experiences
PTSB’s stated Ambition is ’To be Ireland’s best personal and business bank through exceptional customer experiences’ and the organisation’s success at the Irish Customer Contact & Shared Services Awards is further demonstration of its progress in achieving that objective.
Joanne Donohue took the gong for industry professional of the year team leader, while John O’Brien was highly commended for industry professional of the year manager. The PTSB digital current account team was also highly commended in the team of the year category.
“Efficiency is a fundamental aspect of contact centre operations. It measures how well resources, time and technology are blended every day to deliver positive customer outcomes. Minimising response and resolution times, while maximising productivity, involved a number of key steps,” said O’Brien, who is head of digital and direct banking.
Fact File
Organisation’s name: PTSB
Number of employees: 3,000
Turnover: Operating income H1 2023 €323m
Why it’s in the news: As well as its success at the Irish Customer Contact & Shared Services Awards 2023, PTSB has repositioned itself in the Irish banking landscape by rebranding from Permanent TSB to PTSB using the customer promise “Altogether More Human”. Among PTSB’s recent innovations are its launch of a world-first feature called ‘PTSB Protect’ in its new banking app to help protect customers against fraud.
“We introduced a new organisational structure. We also delivered lots of new change and transformation initiatives to support customers, improving our support chat and voice-based routing of customer calls and launching our new banking app and new digital products.
“We also launched our new business banking account opening and enhanced access to our credit lending team through our contact centre channels,” said O’Brien.
“Customer experience performance is critical in our contact centre and we measure this through the customer metrics we employ. With the actions taken over the last year, we have delivered a significant number of customer benefits by listening to our customer feedback and working cross-functionally across PTSB.
Strength to strength
“Our performance across all key customer service level agreements over the last 12 months have gone from strength to strength, which is reflected in the metrics we use to measure performance - our TNPS (Transactional Net Promoter Score) and the positive customer messages we receive, “ said O’Brien.
“While we have optimised all the channels we oversee, we continue to gain a deeper insight and understanding of customer needs and preferences, which enables us to deliver tailored solutions to our customers’ financial and transactional needs,” he said.
“Delivering improvements in a normalised way is excellent. However, delivering this during a time where we have seen significant change and growth at PTSB is exceptional. We onboarded a significant amount of new customers over the last 12 months and we wanted to reposition ourselves in the market. That is why we changed the brand name from Permanent TSB to PTSB, with our customer promise of being ‘Altogether More Human.’
“In our contact centre, customers want to engage in different ways through digital, chat, social and voice and our new brand promotes a positive customer experience. We are giving our customers choice across all these channels in deciding how they want us to support their banking needs.
“It was fantastic to see our success of the last year being recognised by our peer contact centres in Ireland at the CCMAs,” said O’Brien.
