Fees for Bank Call Centres

Hi David,
Something that has been done in some banks is, first identify who those customers you call “offenders” and low value at the same time are, and target them with a new commission scenario. They are informed that a base commission of X$ will be charge to them and this includes x amount of phone calls per year. Each phone call extra they make they will be charge x amount per call.
I hope this helps,
Marc

Yes, you should see if frequent questions across all customers will spark process improvements, and you can setup a usage limit above which fees may be charged, but sometimes it just boils down to firing the customer.

Your number seems quite low for a banking call centre. I would recommend revisiting your data to ensure your 15/90 conclusion is representative of the annual call volume. Perhaps, you will need to draw a larger sample size or # of sub samples dependent on the # and types of products and services offered via  your call centre.
In regard to charging fee to a frequent caller, 1 option is to categorized your calls i.e., inquiry, transactional (fee generating) and sales. Once you have deterined the call type split, then work your way to further understand the call types that do not add any value to bottom such as balance inquiry and start charging a fee for these calls. I know 1 of the banks in Canada charges $1.50 if customers calls for a balance inquiry, however, that bank does warns customers the first time they call for balance that they will be charged $1.50 for agent assisted inquiries vs. web banking or IVR assisted.
 

My first key question here is: What is the root cause of the 15% calling this frequently?
The other key question is: Assuming that you administer such a fee system, what is the cost of set up and maintenance? How many calls will you generate from customers who will investigate the fee? And what will be the impact of lost business (you may have several product/service lines, and an infrequent user of one product/service line may be a frequent user in another one … consider the impact of service bundling and how dissatisfaction with one line impacts the total brand image)
In any case, every organization that I know of that attempted this “solution” has failed in actually collecting the money. Maybe there are some others out there who were more successful with this intervention.