Business News of 2014-07-27

Access Bank opens support contact centre

Access Bank Ghana has opened its contact centre to provide all-round support for customers and other stakeholders as part of strategies to enhance customer experience and service delivery.

The contact centre, which provides a fully interactive platform, has been designed to address customer enquiries and requests through voice calls, E-mails, live chats and social media, and it will operate 24 hours a day, seven days in a week, including weekends and holidays, and will be accessible to customers of the bank worldwide.

At the launch in Accra, the Managing Director, Mr Dolapo Ogundimu, said “our customers remain at the heart of our business; as such any investment to enhance their customer experience is in the right direction.”

Mr Ogundimu further explained that “our business is expanding and we have grown our branches significantly over the years to about 40 locations today. Considering the growing level of sophistication of our customers, we recognise that we must continue to exceed their expectations and ensure that they are able to reach us anytime of the day. Customer experience is crucial to the growth and sustenance of any institution that believes in sustainability.”

The contact centre will also provide services covering information on accounts, transactions, products and other services of the bank, as well as offer support for online services such as ATM cards and Internet banking on a 24/7 basis.

The Group Head of Personal Banking at Access Bank, Mr Stephen Abban, noted that the establishment of the contact centre was in line with Access Bank’s vision to deliver superior services to customers.

According to Mr Abban, “the new contact centre further demonstrates Access Bank’s ability to anticipate, innovate, and respond to banking needs of customers. Its multi-channel platform will serve as an effective business strategy tool designed to gain insight into the behaviour and needs of existing and potential customers with the aim of developing strong relationships with our customers”.

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