Remote Network/Telephone Banking
Organisational changes to strengthen the commercial drive
Telephone Banking introduced changes in its organisational structure to adapt it to the Bank's model and strengthen its commercial drive. The new structure seeks to develop and link customers with an integrated management where the remote tutor gains autonomy and serves as support for the branch network.
The virtual assistant was perfected throughout 2022. New automations were added improving its usability, enhancing the customer experience and automatising the simplest and most common operations.
Telephone Banking handled 2.5 million calls. Of these, 1.4 million were initiated by customers. The remaining 1.1 million were made from the Bank for commercial purposes, an increase of 37% compared to 2021. 80.38% of customers said they were satisfied with the service and 63.28% would recommend it. In addition, in 88.88% of the calls, the customer indicated that their query had been resolved in the moment.
Telephone Banking | ||
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Customer assistance to Personal and Private Banking customers. | 8.00 to 22.00h Monday to Saturday (except bank holidays) | 91 657 88 00 |
Individual Retail Banking | 9.00 to 18.00h Monday to Friday (except bank holidays) | |
Insurance Specialists / Commercial Insurance | 9.00 to 18.00h Monday to Friday (except bank holidays) | |
Asset Specialists | 9.00 to 18.00h Monday to Friday (except bank holidays) | |
Assistance in English | 9.00 to 18.00h Monday to Friday (except bank holidays) | 91 657 88 01 |
Assistance in Catalan | 9.00 to 18.00h Monday to Friday (except bank holidays) | 93 410 84 85 |
Customer Service support | 9.00 to 18.00h Monday to Friday (except bank holidays) | 900 802 081 |
Technical web assistance (particulares.com) | 8.00 to 22.00h Monday to Friday and Saturdays 9.00 to 15.00h (except bank holidays) | 91 657 88 69 |
Investment and stock exchange specialists | 8.00 to 22.00h Monday to Friday (including bank holidays if markets are operating) | 91 657 88 01 |
International Business Specialists | 8.00 to 17.00h Monday to Friday (except bank holidays) | 91 050 00 96 |
Corporate Telephone Banking | 8.00 to 18.00h Monday to Thursday and Friday 8.00 to 17.00h | 91 050 01 08 |
Technical web assistance (empresas.com) | August 8.00 to 15.00h Monday to Friday (except bank holidays) | 91 807 09 84 |
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