The National Bank of Abu Dhabi (NBAD), the Number One Bank in the UAE, has been awarded ISO 9001-2008 Quality Management Standard by Lloyds Register Quality Assurance (LRQA), one of the world’s leading accreditation bodies. Winning this certification was a result of NBAD adopting strategies and means to deliver the highest quality in customer service to its customers.
“Implementing ISO 9001-2008 has helped us systematise our management processes and internal operations,” said John Malouf, the General Manager of Consumer Banking Group at NBAD. “ISO 9001-2008 is a quality frame work that ensures a deeper understanding of customer requirements and processes that enhance customer satisfaction through continual improvement. We are certain that this certification will enable the bank to further enhance the levels of service we deliver to our valued customers.”
The successful pursuit of ISO 9001-2008 certification by the Bank is part of its plan for continuous improvement in its services and products.
“We moved to a new Call Centre with the objective of enhancing our services to world class levels,” said Sherif Osman, the Manager of NBAD Call Centre. “Receiving this certification confirms that NBAD call Centre has implemented strategies to ensure delivery of highest quality in call centre service to our customers.”
NBAD launched a new state-of-the-art call centre in December 2009, which is on par with the highest international standards and delivers the best customer service in the country. It offers 24-hour service in Arabic, English and Urdu. The staff, 13% of whom are UAE nationals, provide financial and non-financial services. In addition, the Bank plans to expand its call centre service across the GCC starting with Oman and utilize it for its e-dirham G2 service.
“Launching the new state-of-the-art Call Centre helped us to greatly improve the services we offer our esteemed customers. Winning ISO 9001-2008 furthermore confirms our commitment to delivering the highest quality of customer service,” said Ahmed Alnaqbi, the Senior Manager, Channels and Electronic Banking Services at NBAD. “We will continue to build on our success to continuously improve and expand our services.”
NBAD’s vision is to be the Number One Arab Bank. Therefore, the Bank continuously strives to deliver products and services that are world class.
