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One of the main goals of
MARFIN Direct - Phone Banking
is to constantly improve our
infrastructures and procedures
in order to provide better
quality of services to our
Customers and Partners.
Awards:
1st Award
- 1st place in the Multimedia
Customer Service category
- 2nd place in the Small Call
Center category
Aiming to provide quality
services across all channels of
communication with its customers,
the Group’s phone banking service
won awards for the second year at
the annual Teleperformance CRM Grand
Prix 2006, a competition that
assesses call centers according to
quality criteria.
The Group’s Call Center ranked 1st
in the Multimedia Customer Service
category, namely it was selected as
the best Contact Center among
banking and other call centers in
Greece (Greek Multimedia Customer
Service CRM Grand Prix 2006).
It is the second year that the
Group’s Call Center ranks 2nd in the
Small Call Center category.
The criteria used in this
competition are ease of access,
personalized communication, quality
of service, politeness, average call
waiting time, and follow-up. The
competition has been held in Greece
since 1998.
The criteria used in the competition
for the Call Center awards are ease
of access, average call waiting
time, quality of service, knowledge
of the product/service, tone of the
conversation, handling dissatisfied
customers, personalized
communication, politeness, and
follow-up.
Among the criteria used for the
E-mail Response awards are ease of
access, response time, full
information of the contact person,
personalized communication, correct
spelling, style of writing, content
of the response, politeness,
conclusions, and follow-up.
All these criteria are used to
assess the standard of service
provided by Greek companies to their
customers.
The Competition lasted for two
months and the awards were presented
during a formal ceremony.
2nd Award
1st prize in the Best Multichannel
Achievement category at the
“European Banking Technology Awards
2005”
The 1st prize in the Best
Multichannel Achievement category at
the “European Banking Technology
Awards 2005” was awarded for the
innovative Speech Recognition
technology of the MARFIN Direct -
Phone Banking center.
The “Banking Technology Awards 2005”
competition was held for the 6th
consecutive year by the Banking
Technology magazine, which is
published in Great Britain, with the
participation of internationally
acknowledged European Financial
Institutions.
MARFIN EGNATIA BANK, always a
pioneer in technology applications,
is the first and only Bank in Greece
to employ in its Phone Center
(MARFIN Direct - Phone Banking, tel.
801-111-8-111) the Speech
Recognition Technology, which
virtually cancels the tone system in
telephone service
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