I agree with the responses thus far. The most important thing is to get input from above in finding out the goals of the organization in their thinking of how they plan to move forward in providing quality products, their ideas of growing the business through marketing to the same customer base or reaching out to the evergrowing ethnic markets, and keeping the customers they have today. Set bench marks for speed of answer and number of calls hanging in cue. Provide the same service to each customer, no matter the amount of money they have in the bank, no matter whether they have all products, and no matter whether they speak English or not. As competitive as it is, especially in the banking business you must make sure each of your reps provides the same top notch service that you would expect if it were you on the other end of the phone.