11
Jul
Martin Endjala In an effort to provide more integrated and seamless services, the First National Bank of Namibia has expanded its consultant team in the Contact Centre with 30 people to improve its point of contact with customers. The bank’s decision offered the opportunity for 30 Namibians to secure full-time employment while reducing the drop call rate to eight percent. The bank strives to reduce dropped calls even further. “The outcome of this investment in people and ultimately our customers resulted in a year-on-year increase, which supports the notion of digital when I want it, human when I need it,”…