Call centres are rapidly becoming customers’ top choice to communicate with their banks. Over time, the use of call centres by customers to seek information, guidance and redressal of complaints from their banks has increased significantly.
In a statement issued on Thursday, the central bank said that technological advancements were helping banks to provide self-banking solutions through call centres.
Recently, the State Bank of Pakistan (SBP) conducted a thematic review of call centre management at banks. In light of findings of the review, it has issued regulatory instructions to banks for call centre management.
Some of the key instructions were to bring ease in lodging complaints, banks may deploy toll-free numbers for their call centres besides making sure that call centre numbers are displayed prominently on banks’ premises and websites. Furthermore, banks will also ensure that call agents do not refuse to lodge a complaint and a proper complaint number is provided to all the complainants.
Published in The Express Tribune, April 2nd, 2021.
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