Fransbank upgrades customer services

The call centre will deliver a range of banking services to Fransbank customers, including monitoring outstanding credit card items, ordering chequebooks and setting up fund transfers.

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By  Greg Wilson Published  April 8, 2003

Lebanon-based Fransbank, is revamping its customer services with the deployment of a call centre from Alcatel. The OmniTouch call centre will enable the bank's clients to obtain any time information about their state of accounts or carry out a full range of transactions, such as monitoring outstanding credit card items, ordering chequebooks, notifying loss or theft of chequebooks and setting up transfers.

“Fransabank attaches particular importance to installing and using the latest technology, operating within the framework of a well-defined strategy. After careful consideration and on the advice of the Caporal & Moretti Company, Alcatel’s partner, we decided to install the most technologically advanced and financially advantageous solution,” says Nabil Kassar, assistant manager, Fransbank.

The solution will use Alcatel’s voice interactive Ccivr server to give access to the up-to-date information on products and services, such as exchange rates, financial offers and insurance products. The CCdistribution module, the main component of the Alcatel OmniTouch suite, routes customers automatically to the best-qualified representative to handle their inquiry.

Fransbank will be using Alcatel’s outbound call module to beef up its own marketing campaigns and target services at specific customer segments. The Alcatel OmniTouch call centre will also help the bank to profile its customer base.

The call centre should also boost the productivity and streamline the processes of its telesales operation.

“Fransabank was able to choose the technical option, which would give it a competitive advantage. From now on, it is possible, easily and in real time, for it to collect precious customer information in order to improve the sale of products and services,” comments Gabriel Karam, Alcatel’s call centre business development manager for Africa, the Middle East and India.

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