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News : St George Speeds Up Call Centre Support with Mobile App Update
Sydney, Australia, Jan 21, 2016 -- St.George Bank says it has enhanced its mobile banking app so customers in need of call centre support can reduce the wait time and have their query resolved faster.
The new feature ‘Connect’ draws on pre-existing authentication from fingerprint logon or four-digit password meaning customers are already securely identified. Connect eliminates the need for customers to re-identify themselves, reducing the time it takes to speak with a customer service specialist.
St.George’s General Manager for Customer Experience & Contact Centres, Jane Kittel said Connect is a fast and secure solution for customers who need contact centre support while out and about on their mobile.
"Connect is a significant step in bringing together traditional contact centre services with the mobile world. With close to 60 per cent of calls to the contact centre made from mobile, it’s important we help make our customers’ experience as easy as possible with quick and secure access to call centre specialists.
"Bringing Connect to our mobile banking app means the average call centre resolution time will be reduced by 25 per cent - saving our customers almost two minutes for every call. Not only does this put precious time back into our customers’ hands, it helps our call centre specialists promptly move on to their next call."
Ms Kittel said Connect brings a simpler banking solution for customers anywhere, anytime.
"The exciting feature about Connect is that all the security sits behind the scene so the customers’ experience is really simple. The service is also available from overseas locations with specialist staff available around-the-clock 24/7 to answer your query.
Connect is available for St.George and BankSA customers on Android and iOS smartphones and follows the Bank of Melbourne’s launch in September last year.
Posted by Veronica Silva Cusi, news correspondent
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About St George Bank:
The St.George Bank brand is the 5th largest banking brand in Australia. Recently merged with the Westpac group to form the largest financial institution in the country employing over 37,000 people. It 19s national operations span all aspects of the financial industry including retail banking, institutional and business banking, and wealth management. At the banks core is a close relationship with it 19s customers and this remains the cornerstone of future strategies, an important tradition that distinguishes the St.George bank brand from other Australian banks. The brand promise of St George is 'Big Enough, Small Enough and the customer proposition is that you have the security and strength of a big bank, with all of the soul from a small bank.
Published: Friday, January 22, 2016