Much has been said about Banking over the years. Every Tom, Dick and Harry knows that Banks are there to generate money and more money. But is this the only motive of Banks? This would have been a difficult question to answer in the past years. But now that consumer banking has grown tremendously, financials are going "beyond Banking" to a more customer centric vision.
"Caring" is the slogan for banks nowadays. Building long lasting customer relationship is their main theme and they are in seamless effort to develop measures to implement their vision. Customer services department are being set-up throughout the globe to provide numerous privileges to its clientele.
CUSTOMERS FOR LIFE: The buzz word for today is "Call Center". It has evolved the relationship between the firm and its customer chain, and with its advent customer services can never be the same. Banks are heading towards a revolutionary e-infrastructure to provide all its services at the fingertip of the customers.
The power of online banking and phone banking allow the customer to access his account from a remote location.
Telecommunication has a direct impact on e-banking and its umbrella activities; particularly, the phone banking sector relies heavily on the Telecom services and its policies.
The Telecommunication industry is advancing at a fast pace in Pakistan and if the government keeps this vision in spotlight for another five years we can have the power to sway the global telecom.
This was also rationalised in the budget by our Prime Minister Mr Shaukat Aziz where he commemorated the call centers for their activities.
HOW TO CARE: Call Center alone does not provide the complete caring solution. It needs to be supplemented with the CRM, Call Recording and the Interactive Voice Response (incase of Inbound) to provide a sturdy and reliable solution.
Keeping the whole software modularised is the key for customising the solution to suit the particular business need.
However, an optimistic view does not limit the software to just the telephone. A media independent contact center provides the strength of Fax, Email and SMS to be enveloped in the solution.
This gives the customers the ease to transact account related queries through any portal available to them. Contact Center is the next generation service center and it fulfils the e-banking infrastructure up to the brim.
THE GURUS: 2B Technologies is the first venture capital organisation of Pakistan and the only Intel Dialogic Platinum partner in the region. We at 2BT focus on a converged communication market and our expertise in telecommunication is justified, being the first to integrate the only two existing middleware (1-link, M-Net) with our solution.
With the commission of Muslim Commercial Bank in October 2002, 2B Technologies shifted its focus from conventional call center to a one-box Contact Center. With our customer centric vision we acquired the support of ABN Amro and Meezan Bank and they became our partners in progress in the customer caring race.
ABN Amro and Meezan Bank are known for their innovations in technology and the banking arena. ABN Amro was the first to introduce Balance Transfer facility in their Telebanking. Many firms are flourishing with our motto of customer satisfaction.
SOME OF THEM INCLUDE:
-- Commodity Exchange (the only national entity of its kind in Pakistan);
-- Unilever Raabta (the only call center of its kind in the region);
-- Jang/Geo Group (the most successful TV channel in Pakistan);
-- AKD Trade (the first online securities in Pakistan);
-- Trakker (the most popular car tracking system);
-- Daffodils Group (first call center in Bangladesh);
-- ABC Prepaid (operating 16T1's simultaneously, biggest Call Center set-up);
-- Cybernet (largest ISP service provider of the region);
-- Orix (largest Business Process Outsourcing firm);
FINAL WORDS: 2B Technologies is not only here to set-up just a call center. We envision "helping our customers make customers for life". Hence to promote the importance of this cliché we formulated a quarterly Newsletter solely dedicated to Customer Care and its awareness.
We also went out of the way to arrange an international conference and exhibition on contact center opportunities at Islamabad. The conference was a great success as all the big names in telecommunication gathered under one roof alongside diversified foreign delegates to discuss the current problems and predict future trends of Telecom.
2B Technologies whole heatedly support measures taken in this respect as this gives the Telecom industry a national and global projection and in turn uplifts the technology parameter of Pakistan.
(The writer is Chief Executive Officer 2B Technologies)
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