In line with its focus on exceeding customers’ expectations, Universal Merchant Bank (UMB) has launched a state-of-the-art Customer Contact Centre at the Spintex branch of the bank. The centre will help the bank deepen and strengthen its relationship with its existing and potential customers.
A release issued in Accra said “The UMB Customer Contact Centre will address customer complaints, customer requests for information, product support and other customer-focused initiatives of the bank.”
It said the “The UMB Customer Contact Centre will also use a variety of methods, including voice, email, webchat and SMS to interact with customers.”
The release quoted the Chief Executive Officer of UMB, Mr John Awuah, as saying that the Ghanaian banking industry was very competitive and the minimum requirement for success was a strong connection with customers.
“Being responsive and listening to our customers is part of the culture of UMB and the introduction of the UMB Customer Contact Centre will contribute to the bank’s speed of service,” he added.
The Director of Marketing and Communications of UMB, Ms Yvonne Botchey, according to the release, added that the UMB Customer Contact Centre would be a key source of customer intelligence for the bank to facilitate critical decisions to drive the customer service function.
“UMB is committed to our customers and the UMB Customer Contact Centre is a concrete indication of the use of people, processes and technology to enhance the relationship with our current customers and also to create new relationships with potential customers”, she stated.