(September 27 – 11:30 ET) – National Bank of Canada recently received a CRMPower Golden Award for the quality of its customer service. This prestigious award recognizes excellence in customer relationship management. It was presented to the bank for its efforts and success in setting up state-of-the-art call centres.
National Bank said it wanted all its call centre representatives to adopt more of an advisory approach to serving clients so as to better respond to each client’s particular needs. It turned to IBM to help it develop and implement a call centre strategy.
“One of our main objectives in managing relations with clients is to ensure that our front line employees are able to develop a close rapport with clients on a human level,” explained Sylvie Roy, senior manager of the bank’s call centres. “Our representatives must be able to assist clients by giving them solid information about our individual products and about any solutions that might meet their overall banking needs,” Roy added.
-IE Staff