FirstBank Makes Over its FirstContact

First Bank of Nigeria Plc, Nigeria's financial powerhouse has upgraded their contact center called FirstContact to an interactive, multilingual and 24/7 customer service center, in line with global best practices and the quest to drive instant access to its products and services.

FirstContact, a major initiative of FirstBank was first created in 2008 to give customers increased access to banking services. With the recent upgrade, particularly the introduction of the Interactive Voice Response (IVR) system, the bank aims to provide customers with a state-of-the-art platform that offers a higher level of confidential banking by phone and enables the customer carry out several transactions by simply following a set of voice prompts and making selections on phones keypad. 

The upgrade also ensures easy access to information on customer care initiatives in Pidgin, Yoruba, Ibo, and Hausa.

This is designed to provide a wider platform for customer feedback while also facilitating faster issue resolution ensuring immediate resolution issue immediate resolution/response to the customer.

With the enhanced FirstContact, customers can initiate and conclude several enquiries and transactions without having to leave the comfort of their homes or visit the banking hall. The new features include: Self Services, Funds Transfer with the IVR system, Bills Payment, Live web chat, SMS to short code and the Multi-Lingual services.

The Live Web Chat feature gives customers a platform for real time interface with agents of the Bank via the Internet.

Folake Ani-Mumuney, head, Marketing and Corporate Communications said FirstContact was designed to provide world class customer service via phone and e-mail interactions.
   
Ani-Mumuney said it serves as the first point of contact between the bank and its customers and also acts as an intermediary between customers and other subsidiaries within the group.

“The upgrade of the contact center is another demonstration of our passion for constantly seeking innovative ways of giving our existing and prospective customers the best service possible. The new features will ensure our customers across the globe enjoy quicker access to banking services and speedy resolution of their enquiries,” she said.

She said the bank is committed to making banking services convenient, while creating opportunities for the under banked and unbanked to become part of the financial system.

“The FirstContact platform is secure, efficient, convenient and very user-friendly. We encourage our customers to avail themselves of the services the contact center provides even as the Bank continues to seek ways of enhancing its service across all touch points.”