News : Fidelity Bank Cuts Sod For New Customer Centre
May 22, 2014 -- Fidelity Bank Ghana Limited has opened a Customer Centre to intensify its interaction with its customers.
With the establishment of the centre, customers would be contacted by the bank several times to discuss pertinent issues.
Opening the centre, Sharon Oko-Matey, Fidelity Bankís Head of Customer Care, underscored the need for effective communication for the banking sector to thrive.
"Communication is vital in every organization. It is an essential part of service delivery, and as such, critical to business success. In keeping with this principle, Fidelity Bank is taking its interaction with customers up a notch higher," she said.
Mrs. Oko-Matey said Fidelity Bank acknowledged that not all customers have their issues addressed in a timely manner due to customer-employee ratio but added that the bankís reconfigured Contact Centre, which runs on a newly acquired software platform, would ensure significant increase in the communication channels in addition to voice calls.
She confirmed that ìthe centre now carries communication via data, voice, web chat, e-mail, and in the near future will be scaled up with additional functionality for customers to interact with the Bank through social media.
"The importance of the Bank’s Call Centre cannot be overemphasized. It has aided cross-selling, the introduction of new products and services to the Bankís customers and also provided a platform to obtain suggestions and feedback from customers.
The Contact Centre provides Fidelity Bankí's customers an opportunity to make enquiries on any banking transactions on customer accounts, as well as clarification on the recent Bank of Ghana (BoG) new Forex Regulation and many more," she added.
"We care about the people behind the numbers and at Fidelity, the passion to serve our customers is what drives the business. We ensure that all staff are well trained and equipped to serve our customers," she said.
Posted by Veronica Silva Cusi, news correspondent
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