PAK CB Improve Bank Call Centers

On Apr. 1, PAK CB instructed banks to enhance customer experience.

  • PAK CB revised and consolidated regulatory instructions on call center management, following a thematic review conducted recently of call center management at banks.
  • Complaints
  • Banks are encouraged to deploy toll-free numbers for their call centers and make sure that the numbers are displayed prominently on their premises and websites.
  • Take measures to reduce call wait time as much as possible; ensure that call agents do not refuse to lodge complaints and a complaint number is given to all complainants.
  • Data Privacy
  • To ensure confidentiality of consumers’ data, banks will put in place adequate controls at their call centers including continuous CCTV vigilance, physical entry/exit checks.
  • Restrictions on portable devices, and controlled accessibility to printers and emails.
  • Allow call center staff access to customers’ data on a need-to-know basis only.
  • Proper logs of access to customer’s information will be maintained and monitored to detect unauthorized access, and credit or debit card numbers shall be masked.
  • Call Center Resources
  • Have adequate IT controls, contingency and disaster recovery set-ups for call centers.
  • All inbound and outbound calls will be recorded and retained for at least for one year.
  • Call centers must be adequately staffed with proper trainings, particularly on digital fraud management, relevant policies and initiatives, and query and complaint handling.
  • Put in place key performance indicators for reviewing performance with appropriate benchmarks; have a comprehensive policy and standard operating procedures (SOPs).
  • Effectiveness
  • Banks are required to comply with these instructions by Jun. 30, 2021.

Regulators PAK CB
Entity Types Bank
Reference PR ERD/M&PRD/PR/01/2021-33, Cir BC&CPD 03/2021, 4/1/2021
Functions Complaints; Compliance; Operations; Privacy; Training
Countries Pakistan
Products Banking; Cards
Regions AP
Rule Type Guidance
Rule Date 4/1/2021
Effective Date 6/30/2021
Rule Id 102065
Linked to
Reg. Last Update 4/1/2021
Report Section International

Last substantive update on 04/06/2021