The Royal Bank of Canada (RBC), the largest financial
institution in Canada and the 12th largest bank in the
world, provides personal and commercial banking,
wealth management services, insurance, corporate investment
banking, and transaction processing on a
global basis. RBC employs more than 77000 employees
who serve over 17 million clients worldwide.
- Brad Porter, Manager of Operations and Management Standards for Contact Centers,
Royal Bank of Canada
RBC’s Retail Banking contact centers, which are the largest
of the contact centers within RBC, employ more than 3500
representatives in 5 locations across Canada. Representatives
are on the phone for 7 ½ hours a day, making an
average of up to 65 calls with each call lasting anywhere
from 4 to 5 minutes. When you have this many contact
center reps on the phone for this amount of time, it’s
essential to have the right headset solution.
For the contact centers, requirements for the right headsets
were clear. First: headsets had to be comfortable to
wear for long periods of time. Second: they had to be
robust, offer clear voice transmission and significantly
reduce disruptive background noise. Third: they had to be
durable for long life. Fourth: they had to be versatile, so
they’d not only work with their current telephone system,
but any future phone systems as well. And finally, they had
to offer the best possible value by providing essential
headset functions at the most affordable price point.
Beyond finding the right headsets, it was also paramount
for RBC to find a provider who could deliver exceptional
service and support during and after the sale and be
responsive to their needs on an ongoing basis.
Up until 2 years ago, the contact centers were using a variety
of headsets from various manufacturers. At that time, they
began looking at a number of authorized headset vendors
on their procurement site to find a single headset provider.
After assessing their needs, they chose Jabra GN2100 and
Jabra GN2000 direct connect corded headsets. For Brad
Porter, Manager of Operations and Management Standards
for Contact Centers, the direct connect headsets were clearly
the right choice to meet all their requirements.
“The headsets are lightweight and ergonomically designed,
so our contact center reps can talk comfortably and efficiently
for hours at a time without experiencing ear chafing or neck
strain. They’re durable enough to stand up to the rigors of
phoneintensive environments. They offer clear voice transmission
and noise-cancelling technology, which is a crucial
feature in loud, busy contact centers. And they’re versatile, so
they’ll work with our current Nortel PBX phone system, as
well as future phone systems.”
The Retail Banking Group also wanted to have a headset
standard across all contact centers for consistency, and the
Jabra direct connect corded headsets allowed them to
accomplish that. Besides product functionality and performance,
overall value was also a huge reason why RBC
chose Jabra’s direct connect corded headsets. “The direct
connect corded headsets offered us a much more affordable
option than the more expensive headsets that
required amplifiers. In addition, the headsets included only
the essential headset functions we needed, without all the
expensive bells and whistles we didn’t need, which also
kept the cost down. I can’t stress enough how important
price was to us, especially where we were outfitting 5
large call centers,” said Porter.
Service and support also played a role in their decision to
go with Jabra, according to Lawrie Butchard, Manager of
Procurement at RBC: “Jabra had a strong reputation in the
marketplace for customer service and they assured us that
we’d receive excellent support. They have not let us down.”
Overall, the results have been favorable for the Jabra GN2100 and
Jabra GN2000 direct connect corded headsets.
They have been well accepted in terms of comfort, sound
quality and durability.
“Comfort and sound are the most important attributes for
contact center reps. If our reps are unhappy with the way a
headset feels or sounds, they will let you know about it.
There have been some headsets that they refuse to wear
again after trying them. But in the case of Jabra headsets,
there haven’t been any issues with regard to comfort or
sound capabilities. This gives us peace of mind knowing we
made the right investment with Jabra headsets,” said Porter.
For RBC management, durability of the headsets is a big plus.
Jabra headsets are built tough to last longer, which means
fewer replacements and lower costs over the life of the products.
Outside of the contact centers, other employees within
RBC are using Jabra headsets too. Both Porter and Butchard
wear Jabra GN9350e wireless headsets, while other
managers use the Jabra GN9120 (now replaced by Jabra GN9125). Wireless headsets allow them to be mobile and
take hands-free calls on the go up to 300 feet from their
phones. This is especially important for supervisors in the
contact centers, because it lets them move about freely
on the contact center floor to assist reps, yet still stay
connected to their calls. Plus with remote answering capability,
users can answer and end calls away from their
desks, giving them even more freedom.
Moving forward, RBC plans to continue using the headsets
that offer them the highest quality and best value at the
most affordable price. That, you can bank on!