Emirates NBD, a leading bank in the region, announced today that it had won the INSIGHTS Middle East Call Centre Awards 2013 in the Best Sales Program Criteria, reflecting the customer oriented quality services offered by the bank’s call centre.
Emirates NBD has been operating two call centres for more than ten years, located at Meydan, Nad Al Sheba in Dubai, and at the Sharjah Expo Centre, in Sharjah, to cover the entire UAE market. Managed by Tanfeeth, the fully owned subsidiary of Emirates NBD Group, the call centres are manned by 460 personnel, including support staff and managers, and are operational on a 24x7 basis.
“We are proud to receive the INSIGHTS Middle East Call Centre Award as we are committed to deliver distinctive customer experience in each area of our activity. Emirates NBD call centres are key elements in the bank’s efforts to enhance customer service, by providing instant access to banking solutions and customer assistance. The call centres also reflect the bank’s strategic policy of leveraging technology to drive cost efficiencies, and increase productivity to meet international best standards,” said Suvo Sarkar, General Manager, Retail Banking, Emirates NBD.
Recent studies of the Emirates NBD call centre working by Tanfeeth have demonstrated significant results including a 30% increase in call center customer satisfaction, 23% increase in employee satisfaction and 11% reduction in employee attrition. The implementation of the six-step framework had also enabled Tanfeeth to demonstrate its credibility as an effective outsourcing partner with proven capability in managing call center operations.
“The award is an acknowledgment of the elaborate and highly efficient customer focused operations of the Emirates NBD call centres. We at Tanfeeth are happy to be part by this achievement, as it demonstrates our competence in forging long-term client partnerships, and also underlines our ability to use global expertise within a local context. Going forward we aim to enhance the call centre operations further to provide the most advanced services to Emirates NBD customers,” said Suhail Bin Tarraf, Chief Executive Officer, Tanfeeth.
Being one of the pioneering banks to introduce customer centric call centre services in the UAE, Emirates NBD uses advanced technologies and platforms to deliver fast track solutions to customers through high levels of employee engagement in line with the bank’s overall multichannel strategy and consistent service delivery plans.
As many as 750,000 inbound calls are received at the Emirates NBD call centres each month. These include both IVR (Interactive Voice Response service) and agent handled calls. The call centres also handle 385,000 outbound calls every month.
Emirates NBD also recently introduced a “dynamic” IVR, which enables customers to perform most transactions and enquiries without the need to connect to call centre agents. Additionally, the bank has improved the functionality of its other e-channels such as online banking, mobile banking, ATM/CDM Network, etc., enabling instant banking access to customers.