Banca Comercială Română (BCR) receives, on average, 15,000 telephone calls daily, increasing by 96%, with the expansion of remote financial services. BCR has opened two more new contact centers, another three being in preparation
Banca Comercială Română currently registers call volumes in the Contact Center 96% higher than the busiest days of a year. Thus, at the BCR Contact Center, an average of 15,000 telephone calls are received every day, the average waiting time has increased to 10-15 minutes, 10 times more than the previously recorded times, and the average duration of a call rose to over 6 minutes, 20% higher than normal.
The developments are a natural consequence of the social distancing measures imposed by the authorities, in the context of the COVID-19 pandemic, which has led to an increase in the share of BCR customers who want to access financial services, as well as remote support measures – either online , or by phone.
“We have already expanded our takeover capabilities to meet the needs of our customers. We have opened two more contact centers and we are preparing to operationalize three more, with almost tripling the existing communication lines. In recent days, we have even reached a record 16,000 calls per day, but with an average waiting time of 10-15 minutes which, at certain times of the day, reaches only 4-5 minutes, thanks to the exemplary mobilization of to my colleagues. We are aware that there may be exceptions, but I would like to convey to our customers that we do everything humanly possible to be available to them. We ask our customers to be patient with us and, if possible, to avoid the current peak hours, which are generally recorded every day between 11.00-16.00. We are operational 24 hours a day, 24/7, in three shifts, covering the entire interval of one day,” said Ramona Badea, Head of BCR Contact Center.
BCR has decided, since the outbreak of the pandemic, to expand its services and products that can be accessed, both online and by phone. Through George, the mobile & internet banking platform, customers have the opportunity, since last year, to completely manage their relationship with the bank 100% online: viewing accounts, generating statements, blocking and unlocking cards, increasing the limit of access to cash by card, paying supplier bills, accessing & obtaining personal loan or refinancing loans from other banks, asset management, insurance and more. As a result of these investments in digitization, in March the number of authentications on the George platform increased by over 100%, and George’s online account openings advanced by more than 150%, compared to the same period last year.
In order to support isolated people who are not so familiar with the technology, BCR also expanded the range of operations available through a simple phone call in the Contact Center. Thus, the following can currently be performed:
- Current account verification;
- Specialized assistance in the use of Internet and Mobile Banking services;
- Emergency assistance and use support for card
- Taking agreement to deliver new cards at home;
- Payment of invoices (up to a single invoice and a maximum amount of 300 lei);
- Personalized and general information about BCR products and services;
- Bank transfers through the Alo24 service;
- Data update
Trending Now
