"We are delighted to launch NBAD's new call centre officially today, which comes as a confirmation of NBAD's commitment to provide the best banking products and the highest standards of service to our valued clients," said Mr. John Malouf, General Manager of Consumer Banking Group at NBAD.
"Needless to say, customers are at the core of our business success. At NBAD, we pledge to provide innovative, efficient, and secure products and services to give our customers a convenient banking experience. Therefore, we are constantly looking for new ways to enhance our relationships with our customers. In the first three quarters of 2009 the 24-hour call centre of the National Bank of Abu Dhabi, the number one bank in the UAE, received over 3 million calls and generated many sales leads"
said Mr. Ahmed Al-Naqbi, Senior Manager, Channels and Electronic Banking Services at NBAD.
The bank plans to expand its call centre service across the GCC starting with Oman and utilize it for its E dirham G2 service.
NBAD's call centre offers multilingual services in Arabic, English and Urdu. 13% of the staff are UAE nationals who are trained to handle financial and non-financial enquiries and provide information about different products and services NBAD offers.
"As the Number One Bank in the UAE, we always strive to provide the best service and a wide range of banking solutions and products to meet the ever expanding demands of our customers,"
NBAD monitors a large population of calls to ensure consistent delivery of quality service. The average service level reached 80% for the last 9 months.
"As a forward-looking bank, we believe the new call centre will enhance the level of communications with our customers as well as allowing staff to support customers and provide them with the highest standards of service 24/7" he concluded.