24/7 CUSTOMER SERVICE COMES WITH ITS COSTS: UK-based neobank Monzo has announced the opening of an office in Las Vegas to help it better accommodate customer queries around the clock. Monzo’s employees in the UK and the rest of Europe have had to work during the night to ensure that all customer queries would be answered on time. And, with its growing user base, it’s found it needs more employees working night shifts. Opening an office in Las Vegas will allow its workers there to work during the day, when it is nighttime in the UK. This seems like a good solution for Monzo to ensure customer and employee satisfaction; however, other banks might not have the necessary capital and resources to open a new office abroad just for this purpose. As such, offering 24/7 customer services might be limited to those with enough capital for this approach, or they risk forcing employees to work unsociable hours for prolonged periods of time.



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