MANAMA: NBB has introduced new and improved customer communication channels, which have been integrated and now fall under the dedicated contact centre, ensuring consistency across all platforms.
The bank has taken the initiative to further expand its contact points with the customer and also to ensure a faster response time.
NBB announced the web chat service currently available on the website and the WhatsApp service are to ensure all customer needs are met instantly.
Also, based on cutomers feedback, the bank has improved its IVR platform, which will now provide account details, IBAN numbers and bill payments among other services.
NBB chief executive Jean-Christophe Durand said, “With the bank’s communications channels, including social media, email and website contact and product enquiry forms now being further monitored and attended to with greater care by the contact centre, the customer experience will be significantly enhanced.
“Through integrating the management of our social media channels including Instagram, Facebook, Twitter and website we have been able to unify client responses and optimise response times, allowing us to better serve our customers.”
Meanwhile, a separate announcement said NBB has gone live with the latest version of Fusion Kondor, Finastra’s treasury management solution.
The move is expected to automate the bank’s treasury and trading operations, including price calculations, trader activity monitoring and risk management, enabling it to offer new products to customers, grow its market share in Bahrain, as well as expand into new markets.
Maha Al Mahmood, head of treasury customer service sales flow business at NBB said, “Treasury is an integral part of the bank’s operations and its revenue stream. Automating this part of the business means that we can further improve the customer experience and expand our operations.”
Fusion Kondor will give the bank an independent view of valuations and risk involved in treasury activities, and help improve efficiency and speed in settling and processing payments, said the statement.
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