August 03, 2012 / PROSHARE WEBTVNEWS

First Bank Nigeria Plc has again upgraded the key features of its interactive service - FirstContact (Contact Centre Channel) by including the following:  
 

1.    A Language option Service;

2.    An IVR Banking service;

3.    An SMS Channel and

4.    the First Bank WebChat service.
 

The Contact Centre Channel which was launched in 2009 was aimed at performing key transformation initiatives in First Bank. This was earlier achieved with the use of phone calls and e-mails to bridge the gap between First Bank and its customers while also handling complaints and requests via calls and emails.

       
First Bank’s Head of Corporate Transformation, Eyitope St. Matthew-Daniels, briefing selected media practitioners, Friday on the just introduced features of FirstContact describes the new characteristics of the service as a fully interactive contact centre. She pointed out that the service now has the inclusion of social media channels, enabling users to carry out bills payments; funds transfers; cheque confirmations amongst others. Significantly, the language option on the contact centre has increased from English and “Pidgin” alone to Yoruba, Hausa and Igbo
 

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