QIB call centre wins ‘Best Customer Experience’ award

QIB’s award was part of the Customer Experience Benchmarking Index 2014, which culminated during the 10th Annual Customer Experience Benchmarking Index for retail banks and exchange houses throughout the Gulf.Qatar Islamic Bank’s (QIB) call centre has received the “Best Customer Experience” award from Ethos Integrated Solutions in a ceremony held at the Burj Al Arab in Dubai, the bank said in a statement.The award was part of the Customer Experience Benchmarking Index 2014, which culminated during the 10th Annual Customer Experience Benchmarking Index for retail banks and exchange houses throughout the Gulf.The Customer Experience Benchmarking Study for banks provides the retail banking industry with a methodology of benchmarking their products and services against the competition to drive continual improvement. Over the years, the study has developed into a strategic benchmarking tool and has enabled banks to “dramatically improve” their service provision.Researchers focus on real life scenarios of a prospective customer using the bank and exchange house services, evaluating four key variables of service provision: reliability, responsiveness, assurance, and empathy.When assessing the call centre standards, Ethos measured the quality of answered calls, the standards of communication, and the knowledge and performance of the centre’s staff. It logged the response time in answering customer calls, a question by question evaluation of the employees’ knowledge, and an overall comparison of how satisfied customers were after their call experience.QIB personal banking general manager D Anand said, “Qatar’s banking industry is highly-competitive and a great customer experience can dramatically improve customer loyalty as well as serve as a magnet for new customers. “At Qatar Islamic Bank, we put a very high priority in offering a premium service to all our customers and our call centre is at the very heart of the way we interact with them. This award well reflects the concerted efforts QIB makes in putting our customers as our absolute first priority.”