Telephone Banking continued developing its model focused on commercial management of customers during 2023. The role of remote advisers became more important, with greater autonomy in terms of operations and the contracting of products, always in coordination and communication with the branch network.
The specialist teams continued to focus on managing and retaining value products (investment funds, pensions, equities, insurance, mortgages, asset renewals, comprehensive payment management, transactional business and international business) and improving their processes, enabling them to become more efficient in supporting the website and app.
At year-end, the virtual assistant had a resolution rate of 88%, a 17 point improvement on 2022.
Three million calls were handled. Of these, 1.7 million were initiated by customers or potential customers, with a service level of 93%, and 1.3 million were started by the remote advisers and specialists for marketing and management purposes. 80% of customers said they were satisfied with the service provided, 65% would recommend it and 86% said their issue had been resolved at the time.
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 |
09.00 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 |
Online technical assistance (empresas.com) |
August 8.00 to 15.00 Monday to Friday (except bank holidays) |
91 807 09 84 |
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