Telephone Banking

New services for comprehensive customer management

Telephone Banking fully focuses on commercial customer management. Remote tutors coordinate with the on-site network to ensure the comprehensive management of all areas with common objectives, based on engagement, development and recruitment.

The teams of experts continue to focus on managing and retaining value-added products, investment funds, pension funds, equity, insurance, mortgage production, asset renewals, GIP, transactional business and international business.

The Omnichannel Mortgage has been opened on the website for potential customers, which provides support throughout the operation, just as occurs with the online registration process.

Part of the ongoing improvements to the Virtual Assistant include the migration of its natural language processing engine to a more modern one, with the aim of improving the customer experience throughout 2025. The resolution rate stood at around 90%.

Up to three million calls were handled. Of these calls, 1.7 million were made by actual or potential customers, with a service level of 93%; two out of three were answered within twenty seconds and the average overall waiting time did not exceed 52 seconds. The other 1.3 million calls were made by remote advisors and experts for commercial and management purposes.

Since May 2024, the date from which this information is available, the Telephone Banking service has handled a total of 573,291 unique customers. 80% were satisfied with the service provided and 66% would recommend it. 86% indicated that their issue was resolved during the call.