Robo support for NAB staff

Frontline staff at National Australia Bank will have to rely on their peers and a database of answers to frequently asked questions if they are to resolve thorny customer problems from now on. The bank is to close down a long-standing branch support service in Melbourne that provided nationwide support.

The bank briefed the Financial Services Union two weeks ago on plans to close the centre, which is based at Knox. Around 20 staff work at the centre, whose jobs the bank plans to progressively remove over the next three months.

To address difficult customer issues, NAB staff will now have to rely mainly on a database of topics known as SupportPoint. The bank introduced this application (which the vendor, Panviva, describes as a "guidance system") a couple of years ago.

NAB staff working in business banking and agribusiness as well, as in the retail network are grumbling about the decision to close the support service.

A selection of feedback on the topic, highlighted by the FSU on its website at the end of last week, sheds light on some of the slogans used internally by NAB.

The SupportPoint application is "One Source of Truth", while NAB tells its staff it aims for a "one way, right way" and "first time, right time" culture that will help the bank build a "World Class" organisation.

The organisation may be one where staff have fewer experienced hands of whom they can ask questions.