Sharon Oko-Matey, Head of Customer Care, Fidelity Bank
Fidelity Bank Ghana Limited has opened a state-of-the-art 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 Bank’s 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 bank’s reconfigured Contact Centre, which runs on a newly acquired state-of-the-art software platform, would ensure significant increase in the communication channels in addition to voice calls.
She confirmed that ‘the 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 Bank’s customers and also provided a platform to obtain suggestions and feedback from customers.
The Contact Centre provides Fidelity Bank’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.
She said Fidelity Contact Centre will operate from 7am to 8pm on weekdays and 8am to 5pm on weekends.
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