Business
April 2, 2021
KARACHI: The central bank on Thursday asked banks to deploy toll-free numbers for their call centres to bring ease in lodging complaints and reduce the call wait time.
“The growing importance of call centers in bank-customer relationship makes it imperative for the banks to efficiently manage their call centers for enhanced customer experience,” the State Bank of Pakistan (SBP) said in a statement. Recently, SBP conducted a thematic review of the call centre management at banks.
The SBP issued regulatory instructions in the light of findings of the review. Banks will have a comprehensive policy and standard operating procedures on call centre management. Banks are required to comply with SBP instructions by June 30, 2021.