They want to know who owns the familiar voice telling them which button to press for the service they require. It is in fact the Irish television actress Dervla Kirwin. Her dulcet voice is the icing on the cake in an ICL managed project, which has put TSB online at the forefront of telephone banking in Ireland. The TSB Bank now offers the most advanced telephone banking system in the whole of Ireland. If they wish to speak to an adviser, or are potential new customers, they can do this from 8.00 am to 10.00 pm, all the year round.
Customers dial-in using a local call number.
They can also transfer to speak to an adviser, who has access to all the data in the bank's mainframe computer on their desk terminal at the Dublin call centre. With the adviser they can conduct all the business possible at a branch, and can even make a loan or a mortgage application. For these the advisor takes the details using sample scripts to ensure a uniform approach and these are then passed to a loan officer as a complete screen. The application is assessed, and the customer will normally receive a decision that day. The telephone service can also deal with opening new accounts and with other financial products such as insurance.