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.
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 24/7, including weekends and 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”.
He noted that Access Bank’s business is expanding, having grown its 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,” Mr. Dolapo Ogundimu said.
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 Bank’s 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 recently reorganized its retail banking business to provide additional focus and attention to individual customers including children, women, students and pensioners.
The Bank has promised to roll out soon, additional bouquet of innovative products to serve customers better and provide a rewarding banking experience for all its stakeholders.
Access Bank (Ghana) has endeared itself to the banking community, winning several industry awards including the 2013 Top Emerging Brand; 3rd Most Respected Bank in Ghana (Ghana Club 100) and 2012 Best Growing Bank in Ghana.
The bank operates across 49 office locations covering about 7 regions in Ghana.