RHB Bank's Call Centre Gets ISO 9001:2000
February 20, 2006 17:50 PM
KUALA LUMPUR, Feb 20 (Bernama) -- RHB Bank Bhd said its Customer Care Centre (CCC) has been awarded the ISO 9001:2000 Quality Management System (QMS) for its high standard of service.
The bank's CCC became the first call centre in Malaysia to receive the recognition from SIRIM QAS International Sdn Bhd.
This latest award brings to five to the total number of accolades RHB Bank has received for its CCC, said RHB in a statement Monday.
The first was the New Call Centre of the Year Gold Award from the Call Centre Association of Malaysia in 2001, followed by the Asian Banker Retail Service Excellence Award by The Asian Banker (2002) and the CCAM Gold Award for Best Agent for In-House Contact Centre Professional above 50 seats (2005).
RHB Bank's head of consumer banking, Michael Lor, said with this new standard in place, the RHB Bank customer would now see that their requests for service or information would be met consistently and promptly.
The RHB Bank's CCC, headed by Raja Azlan Raja Alam Shah, came on stream on Dec 3, 2001.
The call centre has been equipped with the most advanced system to track in-coming calls and direct them to the agents who field these calls, it said.
It has 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 enables the call centre to deal directly with every complaint or query that is received, rather than redirecting them to other departments.
The RHB's CCC has about 200 personnel comprising customer service agents, team leaders, support staff and a technical support team based in Kuala Lumpur and Kuching to field calls from customers.
In Kuala Lumpur, calls are taken round the clock, while in Kuching the centre is operational from 7am to 7pm, seven days a week.