National Bank of Dubai has today launched its new state-of-the-art 24/7 call centre to enhance customer service quality when calling for assistance. The new call centre was officially inaugurated by NBD’s CEO Douglas Dowie and forms part of NBD’s continued commitment to bring best practices and technologies necessary to maintain its status as one of the leading banks in the country.
The new call centre has been designed to offer a world class service to NBD customers through the introduction of latest technologies and restructuring of its software. The NBD call centre now has specialized teams on hand to deal with varying customer needs. Furthermore, NBD has doubled the number of Call Centre agents over the last 12 months to deal with the huge increase in its retail banking operations. As a result more than 50% of all calls to the centre are answered by Call Centre agents trained to guide and assist customers to access and use self service banking channels including Interactive Voice Response (IVR), Mobile Banking and Internet Banking.
The new Call Centre ensures that 80% of all calls received are answered within 20 seconds of the customer’s wait for an agent and can be answered in three languages – Arabic, English and Urdu. In addition, when customers contact the call centre, the Oracle based CRM (Customer Relationship Management) application helps the bank to a great extent achieve First Call Resolution, whereby the customer does not need to call repeatedly on the same topic before it is resolved. The CRM application has been implemented across all service touch points and selective back office areas.
”NBD is committed to ensuring a continued high standard of customer service by selecting qualified and skilful staff to attend to customer enquiries. Our agents go through regular training programmes on all Banking Products and services and are examined and continuously monitored on their call handling skills” said Suvo Sarkar, Group Head, Retail Banking.