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.
- 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).
- Banks are required to comply with these instructions by Jun. 30, 2021.
||PR ERD/M&PRD/PR/01/2021-33, Cir BC&CPD 03/2021, 4/1/2021
||Complaints; Compliance; Operations; Privacy; Training
|Reg. Last Update
Last substantive update on 04/06/2021