DOHA: Qatar Islamic Bank’s (QIB) ‘Call Centre’ has been designated as offering the best customer experience of all banks in the country, according to a press statement issued yesterday.
Ethos Integrated Solutions made the announcement as part of its Customer Experience Benchmarking Index 2014 at an awards ceremony held in Dubai to reward the winners for retail banks and exchange houses throughout the GCC.
The Customer Experience Benchmarking Study for Banks provides the retail banking industry with a methodology of benchmarking their products and services against the competition to drive continual improvement. Over the years, the study has developed into a strategic benchmarking tool and has enabled banks to dramatically improve their service provision.
Researchers focus on real life scenarios of a prospective customer using the bank and exchange house services, evaluating four key variables of service provision: reliability, responsiveness, assurance and empathy.
When assessing the Call Centre Standards, Ethos measured the quality of call answering, the standards of communication and the knowledge and performance of the Centre’s staff. It logged the response time in answering customer calls, a question by question evaluation of the employees’ knowledge and an overall comparison of how satisfied customers were after their call experience.
D Anand, QIB’s Personal Banking General Manager, said: “Qatar’s banking industry is highly competitive and a great customer experience can dramatically improve customer loyalty as well as serve as a magnet for new customers. At QIB, we put a very high priority in offering a premium service to all our customers, and our Call Centre is at the very heart of the way we interact with them. This award well reflects the concerted efforts QIB makes in putting our customers as our absolute first priority.”
The Peninsula
