RHB Bank's Call Centre Gets ISO 9001:2000
RHB Bank, Malaysia has been awarded the ISO 9001:2000
Quality Management System (QMS) for its high standard of service.
The bank's Customer Care Centre became the first call centre in Malaysia to receive the recognition from SIRIM QAS International Sdn Bhd.
RHB Bank said in a statement that with the new standard customers would see requests for services and information met consistently and promptly.
The call centre, headed by Raja Azlan Raja Alam Shah, has 200 personnel comprising customer agents, team leaders, support staff and a technical support team. It is based in Kuala Lumpur and Kuching.
The operation uses an advanced system to track in-coming calls and direct them to the correct agents, who have access to almost all customer details.
This enables the call centre to deal directly with every complaint or query that is received, rather than redirecting them to other departments.