Ecobank Ghana has launched an ultra-modern contact centre to address customer needs and bring convenience to its clients as well as to enable it receive feedback to improve on total service delivery.
The centre, the first in the banking industry in Ghana, will operate 24 hours with multilingual staff to ensure that clients, including those who travel to various parts of the world, are able to reach Ecobank anytime.
The Ghana centre will also provides support to centres in Cote d'Ivoire, Nigeria, Kenya and Cameroon.
"Our investment in the Contact Centre is a step in the right direction and we believe it will yield tremendous payoffs both to the bank and our valued clients," Mr Adegboyega Ojora, Board Member Ecobank Ghana, said at the launch on Tuesday.
Mr Ojora said quality service delivery was crucial to the growth and sustenance of long-term institutions, especially those in the service industry as improved services to them usually made more impact than any form of promotion.
He said while it was easy for institutions to downplay the expectations and needs of clients and perceives them as irrelevant, Ecobank on the other hand believes in maximizing customers' satisfaction as a measure to retain them.
"Ecobank will continue in its quest to deliver services with speed and accuracy coupled with the requisite courtesies and professionalism to generate the needed positive customer experience," Mr Ojora added.
Mr Samuel Ashitey Adjei, Managing Director Ecobank Ghana, said the Contact Centre would reduce time and transportation cost to various branches and also ensure that customers have access to the bank's services at their own convenience and derive the same benefits as from a face-to-face transaction.
The Ecobank 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.
It will also enable Ecobank to actively tele-market its products and services at the convenience of customers.
"We believe that our Contact Centre is the voice of our customers and the voice of the bank and it will enable the bank to gain greater efficiency, improve or provide better customer service and give the bank a competitive advantage," Mr Adjei said.
Ecobank Ghana currently has a customer base of 279,000 and a branch network of 51. The bank also commands over 22 percent of the Visa Cards transactions in Ghana, having issued over 234,000 ATM cards to clients.
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