In the benchmarking study, conducted across all UAE banks, Dubai Islamic Bank came out on top for a second successive year within the Best Call Centre Performance category. According to the study, the bank has improved considerably from the previous year with a response rate of less than one minute for all calls and the call centre agents showed good depth of knowledge and empathy for customer enquiries.
Dr. Adnan Chilwan, Chief of Retail and Business Banking, Dubai Islamic Bank, said:
"Al Islami Phone Banking, DIB's call centre, is a vital part of our service delivery program. We have made considerable investments in the latest technology, staff recruitment and training to provide superior service in the fastest possible time to all our customers. The award is proof of our service commitment to our customers. Al Islami Phone Banking has also been at the forefront of launching innovative services to customers like Etisalat, E-vision, Salik and du payments."
The Ethos benchmarking study included 29 banks and the process involved branch visits, website contact and call centre telephone calls. The study was carried out by trained and experienced researchers, who focussed on real scenarios, whereby a prospective customer approaches a retail bank via three channels: branch, call centre or website. These channels are then evaluated on key differentiators that define customer experience at a bank and include interpersonal performance, response time, service quality and satisfactory outcome.
Nasser al Awadhi, Head of Distribution, Retail Banking, Dubai Islamic Bank, said: "Ethos is renowned for its ability in assessing organisations thoroughly and rigorously from top to bottom. We are proud to win the Best Call Centre Performance award and we will continue to assess new ways in which we can improve our customer service solutions. We intend to win the award again next year and for many more years to come."