As part of strategies to enhance customer experience and service delivery, Access Bank Ghana has formally launched its world-class and multi-channel contact centre to provide all round support for customers and other stakeholders.
The contact centre, which provides a fully interactive platform, has been designed to address customer enquiries and requests through Voice calls, Emails, live Chats and social media. The centre will operate 24 hours a day, 7 days in a week, including holidays, and will be accessible to customers of the Bank world-wide.
Speaking at a brief launch ceremony 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 noted 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 recognize 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 institutions that believes in sustainability’.
The Access Bank Contact Centre will provide services covering information on accounts, transactions, products and other services of the bank as well as offering support for online services such as ATMs, Cards and internet banking on a 24/7 basis.
The Group Head of Personal Banking at Access Bank, Mr. Stephen Abban who was also present at the event noted that the establishment of the Contact Centre was in line with Access Banks vision to deliver superior services to customers.
According to Mr. Abban: ‘The new Contact Centre further demonstrates Access Banks 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‘.
Access Bank continues to increase its stake in the Ghanaian retail market having recently reorganized its retail banking business to provide additional focus and attention to individual customers including children, women, students and pensioners.
The Bank will soon roll out additional bouquet of innovative products to serve customers better and provide a rewarding banking experience for all its stakeholders.
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