I am unhappy with the developments at Edcon Financial Services. As a call centre agent we are charged with providing excellent customer service in an efficient and professional manner. Due to ineffective and unstable systems that we use to work on customers accounts it has been very frustrating for staff members and customers as time frames given cannot be maintained on a regular basis. Customers frequently have to resubmit documents multiple times and end up waiting anywhere from a week to a few months for requests such as statements and paid up letters. Also there is a huge communication problem within our company where not all departments such as the stores, customer service and new accounts receive updates on new policies or procedures. This makes us seem incompetent and leaves customers confused as they receive different information from different parties within our company. We are the biggest retail company in the country, surely we can do better. Customers are upset and closing accounts at an alarming rate and staff members are miserable and seeking employment elsewhere due to changes in company policy and treatment. Consider this before losing more staff and customers.
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