Fidelity Bank opens contact centre

Fidelity Bank has set up a modern customer care contact centre to enable it to communicate more effectively with its clients and the general public.

The Head of Customer Care at the bank, Mrs Sharon Oko-Matey, said due to the phenomenal growth of the customer-per-employee ratio, not all customers had their issues addressed in a timely manner.  

She indicated that the contact centre had been reconfigured to run on a state-of-the-art software platform which would ensure a significant increase in the communication channels in addition to voice calls.

“The Fidelity Bank Contact Centre now carries communication via data, voice, web chat, e-mail and, in the near future, it will be scaled up with additional functionality for customers to interact with the bank through social media,” she explained in a release issued in Accra.

The contact centre provides Fidelity Bank’s customers an opportunity to make enquiries such as banking transactions on customer accounts, as well as clarification on the recent Bank of Ghana new forex regulations.  

Mrs Oko-Matey indicated that the centre, which could be reached on a toll-free number, 3355, would enable the implementation of a mode of communication where each customer would be contacted by the bank many times in a year instead of just once or twice, as was the case.