The quality of service perceived by customers set record figures in 2021. 81.40% were satisfied and 65.15% would recommend it. In addition, in 87.06% of the calls, the customer indicated that their query had been resolved at the time.
Telephone Banking implemented new technologies that facilitated the efficient management of the 2.1 million calls registered throughout the year. The incorporation of a virtual assistant facilitated the self-management of customers by more than half a million calls since the middle of the year. The introduction of an automatic dialer also increased sales interactions by 7%.
The almost 800,000 calls made for commercial purposes focused on value products (investment funds, pension plans and variable income), as well as new mortgage loans and renewals of non-mortgage asset operations, comprehensive payment management and international business. Telephone Banking intervened in the marketing of more than 91,000 operations.