By Babajide Komolafe
Banks have stepped up efforts to maintain cus
tomer patronage through Customer Care CenterÂ aimed at ensuring customer satisfaction.
In the last two weeks, a number of banks, in quick succession, launched their customer care centres in Lagos to maintain a grip on their customers.
Industry analysts said theÂ development is good for theÂ banking public as there are avenues for customers to register their complaints andÂ opinions to their bankers when they have issues to resolve.
To the banks, the customer care centres provide heightenedÂ business opportunities by enabling a whole new realm ofÂ interaction channels above and beyond traditional telephoneÂ calls and face-to-face interactions.
Because of increasedÂ pressure, todayâ€™s customers are demanding the freedom andÂ flexibility to contact and interact with businesses usingÂ the communications medium of their choice.
The result is a business environment that is no longer constrained by theÂ traditional call centre; instead, businesses can interactÂ with their customers where and how they desire via aÂ customer interaction network.
Having discovered the inherent benefits of maintainingÂ constant touch with their customers, banks are now in a raceÂ to outwit each other by deploying several multi-channelÂ platforms for competitive advantage.
Last week, Skye Bank Plc launched a public-friendly customer care centre to serve as a one-stop point for all service matters that are capable of creating aÂ delightful customer experience.
The innovation, known asÂ Yes Centre, was designed to enhance customer satisfactionÂ and experience.Â It has a full complement of professional customer serviceÂ officers as well as the necessary infrastructure to serveÂ the customer without him or her going to the banking hall.
The centre will resolve complaints and carry outÂ instructions on behalf of customers who are not physicallyÂ present in the banking hall, among others.
Speaking at the formal launching ceremony of the centre in Lagos on Wednesday, the bankâ€™s Group Managing Director/ChiefÂ Executive Officer, Mr. Akinsola Akinfemiwa, said the bankÂ was extending the frontiers of creativity in serviceÂ delivery and customer service.
He described the centre as an integrated multi-channelÂ customer interactive system designed to bring convenience,Â comfort and ease to the customer in his day-to-dayÂ transaction and relationship with the bank.
According to him, the centre would provide support for the customer, enhance customer service, relationship management as well as make the bank much more accessible.
The bank boss noted that the invention would add value to the customer, employees as well as meet the needs of all parties in aÂ transaction.
Another bank that has gone into such a relationship withÂ its customers is Access Bank Plc which also has aÂ state-of-the-art customer care centre with dedicated staffÂ assigned to attend to and solve the problems ofÂ Â customers.
The bank said the investment in the centreÂ was done to accord the customers their rightful place.Â A senior official of the bank said customer care has never been more important to an organisationâ€™s success and profitability than it is today.
Creating uniqueÂ customer-centric experiences is crucial to enhancingÂ customer loyalty and retention, making organisationâ€™s investment in customer service a proven path to greaterÂ revenue and profitability.
To achieve these goals,Â organisations are beginning to realize that they mustÂ personalise each customerâ€™s experience based on their specific needs and preferences.
â€œWhen a business fails to improve its performance, costs rise, making the business less competitive than its industry peers. Additionally, employees often experience frustration due to their inability to keep up with the increasingÂ demands of workloads and to collaborate effectively with others as neededâ€, the official said.
At the moment, UBA Plc has started a campaign to notify its customers about the existence of a customer care centre with dedicated lines that could be called for help, enquiries, among others.
Specifically, the bank is playing up theÂ fact that it is a listening bank that acts based on the needs of the customers.
The campaign, insiders say, is a reminder to those customers who may be unaware that the centre has long been in existence and is at their disposal whenever they haveÂ cause to talk to the bank.