Discover How M&T Bank's New Call Center is Transforming Customer Service in Bridgeport

A New Era for Customer Service at M&T Bank

M&T Bank has launched a new call center at its regional headquarters in downtown Bridgeport, aiming to enhance its customer service capabilities. This facility, costing $13.5 million, is the bank's largest call center by headcount and call volume, employing around 360 staff who handle approximately 650,000 customer calls each month.

Strengthening Local Employment

With over 1,000 employees based at the Bridgeport Center, M&T Bank is solidifying its position as the largest corporate employer in the area. Currently, there are about 100 job openings available, reflecting the bank's commitment to local hiring. Frank Micalizzi, the Bridgeport regional president, emphasizes the importance of the labor pool in Bridgeport, noting the presence of high-quality candidates.

Addressing Customer Concerns

Following the acquisition of People’s United Bank in 2022, M&T faced scrutiny regarding its customer service. Many customers experienced difficulties accessing their accounts post-conversion, leading to a surge in complaints. However, the bank has since seen a significant decrease in issues, with only 25 complaints reported last year compared to 360 shortly after the acquisition.

A Focus on Collaboration and Training

The new call center operates from 6 a.m. to 9 p.m. on weekdays and 9 a.m. to 5 p.m. on weekends, complementing M&T's other centers in New York and Delaware. Micalizzi notes that the environment encourages collaboration among employees, fostering a culture where staff can easily seek assistance from their peers and supervisors.

Learning and Adapting

M&T Bank views its early customer service challenges as a learning opportunity. The bank is committed to improving service quality and responsiveness, ensuring that customers feel valued and supported. As Micalizzi states, these experiences have allowed the team to collaborate effectively and enhance customer service efficiency.