HSBC Egypt upgrades call centre technology
Egypt has become the first nation in the Middle East and North Africa to get an advanced voice response (IVR) system for a call centre.
This is according to financial institution HSBC Bank Egypt, which says it has adopted the system to help complete multiple customer requirements without agent intervention.
The system, which is said to help save time for HSBC customers, provides automated customer identification against customer details maintained on the bank's system.
Other features of the system include instant changing or requesting of customers’ phone banking or card pins, cheque book requests, payments between HSBC Bank Egypt accounts and credit cards, details of customers’ last five debit and credit transactions and mini statements.
"Upgrading our Call Centre IVR system is part of the continuous investment of the HSBC Group in Egypt which continues to be one of the Group's top 20 priority markets and one of its top 3 markets in the MENA Region,” said Ranjan Sen, who is the head of retail banking and wealth management at HSBC Bank Egypt .
In 2012, HSBC was also the first bank in Egypt to launch mobile banking in the country via a smartphone app.
HSBC Bank Egypt says it has further replaced its ATMs with the latest technology in the group.
"The world is witnessing a trend where more and more banking customers are going digital and we look forward to following these trends and bringing efficient banking solutions to our customers,” added Sen.
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While some industry organisations have commended the country for its progress, issues like illiteracy and cost of cash management remain challenges.
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