By Lisa Burroughes, 19 July 2000 12:12
NEWS Egg has dropped its £2 charge for customers wanting to contact the company by telephone. The internet bank initiated the charge to deter customers from using the phone and subsequently avoid the need for investment in call centre services. However, it admitted yesterday the strategy wasn't working. In a statement Mike Harris, CEO of Egg said that it hadn't changed behaviour at all. However, a spokeswoman for Egg said it wouldn't be investing more money into its call centre because the company "don't foresee a big increase in telephone calls as people are happy using the internet for their basic transactions". Meanwhile First Direct, the telephone bank, announced yesterday that it would address customer dissatisfaction of standalone internet banks by matching their rates while providing both internet and telephone support. Egg said its decision was unrelated to First Direct's move.
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