Investment will overhaul telephony and other systems leading to faster customer service.
More services available 24/7, with voice biometrics improving security and efficiency
Latest investment follows announcement of
This investment in technology will lead to faster resolution of customer calls, enhanced self-service options (change account address, order duplicate statements, request a new card), allow more transactions to take place 24/7 via phone, and improved customer security. The investment will:
Provide 2,800 colleagues in branches and contact centres with quick 'single view of customer' data for faster call resolutions
Use voice biometrics to improve customer authentication for better fraud protection and reduce call waiting times
Enable more streamlined phone-based transactions which can be done 24/7, including improved customer verification methods, and removing complex menus
This latest announcement brings the total spend being made by
Commenting on the investment,
'This is the largest single investment in enhanced systems and technology for our frontline colleagues in branches and contact centres that the Bank has ever made. We receive more than 11,000 calls on average each day and when customers call us they want speed, expertise and security. This investment equips colleagues with the latest technology to provide better and faster resolution of calls, and colleagues will now have a 'single view' of the customer at the touch of a button providing them with instant access to all their information without having to talk to another part of the bank. This investment will make things faster and better for customers and for colleagues, it's a win-win.'
In
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