Banking group Absa is spending R100 million on a call centre in Auckland Park that is aimed at providing banking services to customers as well as consolidating existing call centres operated by the company.
Call centre GM Tania Joffe says the centre will have state of the art technology to help provide efficient service.
The call centre will be run by 1 200 agents, providing services such as telephone banking, retail banking and stop card functions. The new call centre will also include the internal Absa support desk as well as a portion of the company`s sales centre.
Joffe says the call centres in Randburg and Curatio are going to be consolidated into the new Auckland Park building.
"Our research has shown that our customers` usage of the Internet and telephone is quite low. This centre will hopefully help us increase customer awareness in these fields."
The new call centre will include a range of technologies including Tivoli Service Desk for the internal support functions, Encompass for the sales portion and Customer View running on Genesis for the telephone banking services. Genesis provides the underlying telephone connectivity.
"Sound was a huge consideration for a building of 1 200 people. A great amount of research has been put into ensuring noise from within and outside the centre is contained. The ceiling has a blanket between the installation panels, with a polystyrene backing including a 2mm layer of concrete to absorb the sound."
Absa`s telebanking team recently won the 2002 CCNG Ask Africa Call Centre Service Excellence Award.
The Absa Telephone Banking Call Centre employs 130 frontline and support staff, and on average handles 300 000 calls and 380 000 banking transactions per month.
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