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Thu 19 Apr 2007 10:38 AM

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NBD revamps call centre operation

National Bank of Dubai (NBD) has upgraded its call centre operations, allowing it to handle ten times as many calls every day and providing greater operational transparency.

National Bank of Dubai (NBD) has upgraded its call centre operations, allowing it to handle ten times as many calls every day and providing greater operational transparency.

The bank has made a number of changes to the centre, including implementing a customer relationship management (CRM) system from Oracle, changing its interactive voice response (IVR) system, and upgrading its automatic call distribution system.

"The biggest technology change is the CRM system," Mustafa Ramzi, head of direct banking at NBD, told
IT Weekly

. "Before we had inhouse systems catering for basic enquiries and services but now everything is done on the CRM."

Benefits of the new system include greater transparency across its 38 branches and smooth flow of transactions, he said.

The upgrade, the value of which was not disclosed, has enabled the call centre to handle more than 5,000 calls a day, up from 500 a day when it first opened four years ago, Ramzi said.

Separately, Emirates airline has announced plans to spend as much as US$54.5million on the development of a new call, contact and data centre to be located in the Dubai Outsource Zone (DOZ). The centre will house 500 employees and is expected to open in late 2008.

The centre will replace the carrier's existing two call centre operations in Dubai. Emirates said suppliers were still to be appointed.

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