The State Bank on Thursday issued customer Service guidelines to all banks for the installation of toll-free numbers at their call centers and to make sure that these are displayed prominently at the banks’ premises and websites.
SPB recently reviewed call center management at banks and advised banks to bring ease in logging complaints
“Banks are also required to take measures to reduce the call wait time (the time before connecting to an agent) as much as possible to avoid inconvenience to the customers,” the SBP said.
Moreover,State Bank advised that banks will also ensure that call agents lodge complaints and provide the customers with the proper complaint numbers .
“To ensure confidentiality of consumers’ data, banks will put in place adequate controls at their call centres including continuous CCTV vigilance, physical entry and exit checks, restriction on portable devices like cell phones, controlled accessibility to printers and emails,” instructions by the SBP read.
“Banks will ensure masking of the Credit or Debit card numbers so that the call agents could only view the last four digits of the cards,” said the SBP.
The SBP has also instructed banks to deploy sufficient call centre resources to ensure a satisfactory customer experience.
