JORDAN COMMERCIAL BANK SIGNS OUTSOURCING AGREEMENT WITH CRYSTELCALL
November 15th, 2007 – Amman, Jordan: CrysTelCall a leading outsourcing company based in Jordan providing inbound and outbound contact center services and business process outsourcing, announced the signing of an outsourcing agreement with Jordan Commercial Bank to provide enhanced banking customer service that includes a host of functions that will ensure high customer satisfaction for the clients of JCB.
CrysTelCall will handle all inquiry calls as the first line of customer interaction as well as providing general information on various banking products such as deposits, credit cards, corporate services, Western Union and much more. CrysTelCall agents will utilize their customer relationship management system to ensure every call is logged and followed up with and always keep customer information updated. CrysTelCall will provide customer care from 08:00 am to 08:00 pm weekdays therefore adding five hours of additional service time to become one of only a few banks in Jordan to extend the hours of customer service. Customer services will be available in English and Arabic but can be extended to include other languages such as French, Spanish and Russian.
CrysTelCall will leverage its superior IP based infrastructure, coupled with its own systems to ensure exceptional services to customers. JCB and CrysTelCall will be connected using a highly secure leased line between both locations whereby customer service agents will have real-time access to information. All incoming and outgoing calls will be monitored and recorded for quality assurance purposes. JCB will have access to real-time reports and will be able to get vital information on campaign statistics and data/call analysis to continue improving their banking products and customizing them based on their clients’ needs. JCB will also utilize CrysTelCall to handle all outbound telemarketing and telesales activities as well as campaign management.
“The competition within the banking sector in the region is increasing as well as customer needs are changing and are becoming more oriented towards customer attention and service. CrysTelCall is a customer service organization specialized in creating partnerships such as the one with JCB which will become an integral part in growing the market share of JCB and improving customer relationships.” stated Rami Sweis, CEO of CrysTelCall. “We were quickly able to leverage CrysTelCall to get immediate impact on some of our strategies we had mapped out for the coming year, these would have otherwise taken us a much longer time, resources and investment to be able to achieve. Such services are truly indispensible and are directly adding value to revenue growth.” articulated Mr. Fadi Rabie, Marketing and Product Development Manager at JCB.
