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Kenya

Barclays opens contact centre

NAIROBI, Kenya, Nov 27- Barclays Bank of Kenya has launched a multi-million shilling contact centre that will serve its customers’ calls and emails 24 hours daily.

The Barclays Contact Centre is the first of its kind to be open for business around the clock, throughout the year, according to Managing Director Adan Mohamed.
 
“Our objective is to provide an enhanced level of service through excellent customer care, and the effective handling and monitoring of account and product enquiries,” Mr Mohamed said.

The Barclays Contact Centre is a multi-channel and multi-purpose centre that will serve a variety of customers, both existing and prospective in a logically consolidated setting, creating extra channels for customers to transact with the bank.

The set up of the Contact Centre is in line with the overall Barclays business strategy to enhance customer service through offering a 24/7 channel and provide an enhanced level of service to our customers through effective handling and monitoring of their requests.

He noted the 24/7 Contact Centre would act as a channel that would make customers more aware of bank products and services at their convenience, which he hopes would attract even more customers.
 
“The set up of an in-bound/out-bound contact centre is in line with our business strategy that seeks to bolster our service offering, support network expansion and enhance the customer experience,” said Mr Mohamed.
 
He elaborated that the strong in-house customer service team has undergone intensive training over the past several months, and are geared up to manage all customer calls.

“This is yet another Barclays innovation that goes to demonstrate we are the industry leaders in terms of customer service and we are determined to make it easier for customers to bank with Barclays.”
 
Barclays is the country’s largest bank by market capitalization.

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