RHB BANK'S CALL CENTRE WINS GOLD AWARD

4 April 2002, Kuala Lumpur, Malaysia-RHB Bank Bhd added yet another feather in its cap when it won the Call Centre Association Malaysia's (CCAM) New Call Centre of the Year Gold Award last week. The 2nd CCAM Awards, endorsed by the Ministry of Energy, Communications and Multimedia, were presented to the winners on March 28, 2002.

The Gold Award came with a trophy and RM3,000 worth of recruitment services from JobStreet.com.

The call centres were judged on service skills, management, people development activities, processes, quality standards, design and infrastructure. RHB Bank""""s call centre, which came on stream only on Dec 3, last year, scored top marks in mystery calls and customer satisfaction rating.

The other categories in the CCAM Call Centre Awards were New Call Centre of the Year (under 50 staff) and New Call Centre of the Year (over 50 staff). In the Individual Awards, the categories were for Call Centre Champion, Call Centre Professional, Team Leader of the Year and Call Centre Manager of the Year.

RHB Bank's call centre, which is headed by assistant general manager Sheila Navaretnam, is currently operational from 7am to 11pm, seven days a week. It has 85 personnel, comprising customer service agents, team leaders, support staff and a technical support team.

The head of Consumer Banking at RHB Bank, Peter England, said the guiding principle behind the setting up of the call centre was to meet, and exceed, the current scope of services offered to the bank's customers. "At the same time, all these services must be competitive with those offered by our rivals," he said.

To meet these challenges, RHB Bank's call centre has been equipped with the most advanced system to track incoming calls and direct them to the agents who will be fielding those calls.

More importantly, the call centre will have access to almost all customer details as well as information about products offered not just by the bank but the other companies in the RHB Group as well. This will enable the call centre to deal directly with every complaint or query that is received, rather than redirecting them to other departments.

"We function almost like a branch of the bank, meeting almost all customer needs, find solutions to his problems involving loans, credit card balances and inquiries, transaction history and rates inquiries, as well as answer all his queries," England said.

Customers who want to make enquiries on their accounts, credit cards or promotional activities should call 03-92068118.

Issued by RHB Public Affairs & Communications. For further information, please contact Celina May Ong at Tel:03-92802535.