Co-operative Bank selects Q D Retail communication

The Co-operative Bank has installed the Quail Digital wireless communication system - Q D Retail - to allow staff in the main hall to communicate with cashiers working behind counters.

The system has been installed in the bank's flagship location in Balloon Street, Manchester.

It does away with the battery belt pack, comprising lightweight headsets and keypads that allow staff - including meet and greeters and those dealing with general enquiries in the main hall - to communicate with cashiers working behind counters, and desk-based personnel.

The headsets are worn by mobile staff and keypads located at workstations and cashier desks are used to activate instant messages that can go to all, or specific headset users.

Counter staff can call on mobile staff for assistance and, if they have to refer to a specialist, can summon them to the counter to greet the customer rather than sending the customer to the specialist.

In addition, the system improves efficiency because staff can be deployed as demand in the banking hall requires.

The range allows staff to wear the lightweight headsets all day, even when away from the banking hall so they can be called back when needed.

Robin Taylor, head of network for the Co-operative Bank, said: 'The volume of customers in the branch dictates the number of staff needed "front-of-house" and with this system we can balance staff allocation much more efficiently.

'The headset has had a positive reaction from employees; it enables them to go off to do other back office jobs while remaining in contact.

'It has made the operation more efficient and customer service has improved,' he added.

The Quail Digital system was chosen as a result of its existing track record with Co-operative food stores, where it is used extensively throughout the UK.

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