A meeting was held at the Central Bank to discuss measures to improve the handling of public enquiries and appeals and further enhance customer service across the banking system. Representatives of the Central Bank and commercial bank contact centres took part in the meeting.
Participants discussed the prompt and high-quality consideration of public enquiries, further improvement of contact centre operations, and the exchange of best practices and practical solutions among banks.
A number of proposals were put forward to ensure a consistent approach to contact centre operations across the banking system. These included developing a unified regulatory framework, introducing common performance indicators for service delivery, and establishing a standard classification system for public enquiries.
Particular attention was given to the use of artificial intelligence technologies. Proposals included the automated analysis of enquiries, improvements in customer service quality, the identification of recurring issues, and the optimisation of contact centre operators’ workflows.
At the conclusion of the meeting, priority actions were agreed to implement the proposals in stages, establish regular exchanges of experience between the Central Bank and commercial bank contact centres, and further strengthen cooperation.
