(July 19 – 12:30 ET) – Royal Bank Action Direct has opened a new call centre in Calgary. The centre is expected to enhance customer service capabilities for Alberta and the Prairies.
“Expanding Action Direct’s Alberta operations is integral to our commitment to improve service,” said Mike Bastian, president and CEO of Royal Bank Action Direct. “This new centre will allow us to handle volume surges and increase staff at a moment’s notice.”
The newly built facility will eventually allow the discount brokerage to more than double its staff. The Calgary operation — which serves Alberta, the Prairies, the Northwest Territories and Nunavut and handled 121,000 calls in the month of May alone — has already increased its staff to 125 employees from 70 people in September 1999.
The new call centre is part of a larger expansion for Action Direct made necessary by the growing trade volumes, which have soared 140% over the last year.
“We are delighted to be a part of this community and proud to serve our clients,” said Rick Kelln, Action Direct’s vice-president for the Prairies, N.W.T. and Nunavut. “Regardless of whether our clients want to trade by phone or on-line, our Calgary call centre is designed to handle increased capacity and call volumes.”
-IE Staff