Access Bank Enhances Customer Experience

Access Bank PixAs part of strategies to enhance customer experience and service delivery, Access Bank Ghana has formally launched its world-class and multi-channel contact centre to provide all-round assistance for customers and other stakeholders.

The contact centre, which provides a fully interactive platform, has been designed to address customer enquiries and requests through voice calls, emails, live chats and social media.

The centre will operate 24 hours a day, and seven days a week, and be accessible to customers of the bank world-wide.

Speaking at the launch in Accra, the Managing Director, Dolapo Ogundimu stated: “Our customers remain the heart of our business, as such any investment to enhance their experience is in the right direction.”

He said: “Our business is expanding and we have grown our branches significantly over the years to about 40 locations today.”

Considering the growing level of sophistication of the bank’s customers, Mr. Ogundimu said Access will continue to exceed their expectations and ensure that their clients are able to reach them anytime of the day.

He said customer experience was crucial to the growth and sustenance of any institution that believed in sustainability.

The Access Bank Contact Centre will provide services covering information on accounts, transactions, products and other services of the bank as well as offering support for online services such as ATMs, cards and internet banking on a 24/7 basis.

The Group Head of Personal Banking at Access Bank, Mr. Stephen Abban, noted that the establishment of the contact centre was in line with Access Bank’s vision to deliver superior services to customers.

“The new contact centre further demonstrates Access Bank’s ability to anticipate, innovate, and respond to the banking needs of customers. Its multi-channel platform will serve as an effective business strategy tool designed to gain insight into the behaviour and needs of existing and potential customers with the aim of developing strong relationships with our customers,” he said.

Access Bank continues to increase its stake in the Ghanaian retail market having recently reorganised its retail banking business to provide additional focus and attention to individual customers including children, women, students and pensioners.

According to the bank, it will soon roll out additional bouquets of innovative products to serve customers better and provide a rewarding banking experience for all its stakeholders.


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