National Bank of Dubai Launches New Call Centre

The National Bank of Dubai has launched its new state-of-the-art 24/7 call centre aimed at enhancing customer service quality when calling
for help.

The new call centre has been designed to offer a world-class service to customers through new technologies and software restructuring.

The bank has also doubled the number of Call Centre agents over the last 12 months to deal with the huge increase in its retail banking operations. It
now claims that as a result more than 50% of all calls are answered by Call Centre agents.

The new Call Centre targets 80% of all calls received to be answered within 20 seconds and can be answered in three languages – Arabic,
English and Urdu. The center utilises an Oracle based CRM (Customer Relationship Management) application that helps the bank achieve First Call
Resolution..