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mapCreating customer loyalty
The Outserve Plus initiative has led to several improvements in day-to-day
operations as well as in broad-based transformational programmes to enhance the level
of service to our customers.
For example:
In the UAE, a real-time, virtual application barcode system tracks the flow of all Direct Banking applications across the Bank’s network. Productivity and performance can be tracked and error rates can be measured. The error rate for Business Instalment Loans has reduced significantly; and
A Rapid Response Unit has been established in Wholesale Banking to work with countries
to tackle issues that generate inefficiency,
poor client service and unnecessary risk.