The FNB contact centre operation, FNB First Direct, was rated as the best contact centre of the year in SA at the recent Call Centre Industry Awards.
This is the third major contact centre achievement that FNB First Direct has scooped in the past 12 months. It was named the best in service excellence by the Contact Centre Networking Group, as judged by customers, and also received the best service award at the 2000 Call Centre Africa Industry awards.
Runners up for this premier industry award were Standard Bank, SAA eCommerce, Sanlam, Sovereign Health and digitalmall.com.
The award focuses on technology, the optimal use of resources, people processes, customer experience and return on investment. First Direct employs about 400 staff, 207 of whom deal with four million calls a year.
FNB First Direct provides telephone banking services to FNB customers as well as information, query and problem resolution to FNB`s retail banking customer base. It also hosts contact centres for other areas of the group.
"Contact centres are a vital contact point for FNB`s total product and service offering. We have created a multimedia delivery channel for the group. We are passionate about customer service and have managed to achieve this through our key differentiator, which is our people," says CEO FNB Contact Centres, Christina Ezard.
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